Consumers Association senior lawyer Keith Richards, the author of the damning Which? survey into the quality and cost of legal advice, is to leave after 10 years for a newly-created in-house post at the Association of British Travel Agents.
Barrister Richards becomes Abta's first head of consumer affairs on 1 September, heading two departments – one handling enquiries and complaints from the public about Abta members, the other dealing with claims on Abta bonds and insolvency matters.
Richards said: “It's a bit of a troubleshooting role. The idea is to increase the flow of information to the consumer and increase consumer confidence, which is absolutely crucial.”
He added: “My priority will be to balance Abta's trade association function with the interests of consumers.”