Ombudsman and ADR leaders discuss AI in casework at Ctrl AI’s London event
Ctrl AI’s evening event at Mishcon de Reya brought chief ombudsmen, ADR scheme leaders and casework and quality leads together to discuss the use of AI in casework.
- Event
- Resolving Disputes, Retaining Control
- Date
- 30 September 2026
- Where
- Mishcon de Reya, London
On 30 September 2026 Ctrl AI hosted “Resolving Disputes, Retaining Control”, an evening event at Mishcon de Reya in London for chief ombudsmen, ADR scheme leaders and casework and quality leads. The subject was what agentic AI can realistically do for ombudsman and ADR schemes. The event was full and registration closed before the day.
Naomi Creutzfeldt, Professor of Law and Society at the University of Kent, gave the first keynote, on the role of AI in access to justice, designing systems with inclusion in mind, and accountability for how those systems operate.
Louise Baxter MBE, Chief Executive of Consumer Friend, followed with a keynote on how services can create or intensify vulnerability. She pointed out that only 17% of people declare a vulnerability.
Jennifer Ryans, Ctrl AI’s ADR and Housing Sector Director, moderated a practitioner panel on the benefits and challenges of putting AI to work in casework. The panellists included Judith Turner, Deputy Chief Ombudsman at The Ombuds Group, and Amy Goss, Senior Legal Innovation and Solutions Manager at Winston Taylor. Panellists advised schemes to map the business problem before choosing the technology.
Ctrl AI thanks the speakers, everyone who attended and Mishcon de Reya for hosting.
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