Naomi Creutzfeldt is Senior Lecturer in the Law Department at the Univeristy of Westminster, UK. Before then, she worked at the Centre for Socio-Legal Studies (University of Oxford) for six years. She is currently focusing on my ESRC FRL project ‘trusting the middle-man: impact and legitimacy of ombudsmen’, which she will conclude in September 2016. Her research activities take her across Europe, engaging with ombudsmen, talking at academic conferences and planning knowledge-exchange workshops. Her interests in ombudsmen, as pathways of informal dispute resolution, have a broader scope, addressing questions of access to justice and consumer protection.  Concurrent with my work with the ombudsman community, she has just completed two explorative projects that look at consumers’ use of the Internet to achieve their goals: One project concerns citizens’ online activism (the use of the internet and social media to complain) in collaboration with Chris Gill form Queen Margaret University Edinburgh; the other concerns consumer projection in emerging economies. She is a member of the Law and Society Association (USA), the Socio-Legal Studies Association (UK) and an individual associate member of the Ombudsman Association. She is also a member of the executive committee of the SLSA, and a Fellow of Wolfson College, Oxford.