Release Date: 10 Feb 25

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Anna Rowe – Founder of LoveSaid and Catch the Catfish, romance fraud awareness campaigner

Episode Summary:

In this powerful episode of the Consumer Friend Podcast, Adam and LouBax sit down with Anna Rowe, a leading voice in raising awareness about romance fraud. After experiencing it firsthand, Anna turned her trauma into action, creating Catch the Catfish and LoveSaid, two platforms dedicated to educating and supporting victims of online deception.

Anna shares her story, shedding light on the manipulative tactics used in romance fraud, from emotional grooming to financial exploitation. The conversation highlights the psychological impact on victims, the growing role of AI in online deception, and why blaming victims needs to stop.

Key Takeaways

1. The Scale of Romance Fraud
   • In 2023, over 7,660 cases of romance fraud were reported in England and Wales. Victims lost an average of £6,937, with the highest losses affecting those aged 65–74, averaging £13,123 per case.
2. Anna’s Journey
   • Anna shares her experience of being deceived by someone who created a completely fake identity.
   • She explains how emotional grooming, love bombing, and coercion made her—and many others—become a victim.
3. Understanding Romance Fraud
   • Romance fraud isn't just about financial loss—it’s a triple trauma:
     1. The loss of an intense, manipulated relationship.
     2. The realisation that the person never actually existed.
     3. The financial or emotional toll of the deception.
4. Manipulation Tactics Used
   • Love bombing: Overwhelming attention and affection to create emotional dependency.
   • Isolation: Cutting victims off from support networks.
   • Guilt & control: Using fake crises (illness, financial trouble) to elicit sympathy and money.
5. The Role of Artificial Intelligence (AI) in Fraud
   • AI is making deception more sophisticated, from deepfake video calls to voice cloning.
   • Criminals now use AI tools to personalise their messages and create more convincing fake identities.
6. Why Victim Blaming Must Stop
   • Victims often struggle with shame and self-doubt after being deceived.
   • Instead of asking, “Why did they fall for it?”, we should ask, “How did someone manipulate them so effectively?”

Resources & Links:

• LoveSaid – Support for Romance Fraud Victims
• Catch the Catfish – Awareness & Education
• Consumer Friend Website – Learn more about fraud awareness and consumer protection.

Let’s break the stigma and start the conversation! 🎙️

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Episode Title: The Role of Ombudsman Services with Donal Galligan

Release Date: 27 Jan 25

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Donal Galligan – Chief Executive of the Ombudsman Association

Episode Summary:

In this insightful episode of the Consumer Friend Podcast, Adam and Louise are joined by Donal Galligan, Chief Executive of the Ombudsman Association, to discuss the essential role of ombudsman services in providing fair redress for consumers.

Donal dives into the complexities of the consumer redress landscape, highlighting how ombudsman schemes work to resolve disputes, identify systemic issues, and improve service delivery across sectors. He also discusses the Guide to Ombudsman Offices in the UK, an essential resource designed to help consumers navigate the often-confusing world of redress and find the right service for their needs.

Whether you’ve encountered a tricky complaint, want to better understand ombudsman services, or are curious about the broader consumer landscape, this episode is packed with practical insights and advice.

Key Takeaways:

1. What Is an Ombudsman?
   Ombudsman services are independent organisations that investigate and resolve complaints between consumers and businesses. They offer a free, fair, and impartial alternative to court proceedings, focusing on what is reasonable and just.
2. The Role of the Ombudsman Association
   The Ombudsman Association sets the standards for ombudsman schemes in the UK and Ireland. It ensures members adhere to criteria like independence, fairness, and accountability, helping to maintain trust in the system.
3. Guide to Ombudsman Offices in the UK
   A valuable resource developed by the Ombudsman Association to help consumers and advisers find the right ombudsman service for their complaint. This guide is available online and simplifies access to contact details and key information.
4. The Importance of Consumer Awareness
   Raising awareness about ombudsman services is crucial. Many consumers don’t know these services exist or how to use them. The podcast explores ways to bridge this gap and empower consumers to seek redress confidently.

Resources & Links:

• Ombudsman Association Website
• Find an Ombudsman
• Guide to Ombudsman Offices in the UK
• Consumer Friend Website – Practical resources and tips for consumers

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Release Date: 13 Jan 2025

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Vic O’Farrell – Behavioural and Personality Expert, Founder of Queen of Behaviours

Episode Summary:

In this episode of the Consumer Friend Podcast, Adam and Louise are joined by Vic O’Farrell, also known as the Queen of Behaviours, to delve into the transformative power of DISC profiling. This personality and behavioural assessment tool can unlock insights into how we communicate, work, and build relationships.

Vic explains the four core DISC traits—Dominance, Influence, Steadiness, and Compliance—and how they impact our daily interactions. Whether you’re trying to improve workplace dynamics, enhance customer relationships, or better understand yourself, DISC profiling offers practical, actionable benefits.

Listeners will learn how understanding behavioural styles can lead to stronger teams, more empathetic communication, and personal growth. Vic also shares how businesses can use DISC to improve team performance and create more meaningful customer interactions.

Key Takeaways:

What Is DISC Profiling?
DISC is a behavioural profiling tool that identifies four key traits:

• D (Dominance): Results-driven and action-focused
• I (Influence): Energetic and people-oriented
• S (Steadiness): Supportive and stability-focused
• C (Compliance): Detail-oriented and analytical.

Vic provides a deep dive into how these traits manifest and how they shape our behaviours.

1. Why DISC Matters
   By understanding DISC traits, individuals and organisations can improve communication, foster collaboration, and resolve conflicts more effectively.
2. DISC in the Workplace
   Vic highlights how DISC profiling can help leaders and teams adapt their styles to create more cohesive, productive work environments.
3. Self-Awareness and Personal Growth
   DISC isn’t just for organisations—it’s also a tool for self-discovery. By recognising your own strengths and challenges, you can better understand how to interact with others and thrive in your personal and professional life.
4. Get Your Profile Done with Vic
   Interested in exploring DISC for yourself? Visit Queen of Behaviours to book a personalised session with Vic.

Resources & Links:

• Queen of Behaviours – DISC Profiling with Vic O’Farrell
• Consumer Friend Website – For more consumer tips and resources.

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Please like, subscribe and rate to help increase the reach in the UK. You can also follow us on socials:

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