Tracey has worked in complaint resolution for 9 years. She became Southampton City Council’s Corporate Complaints Officer in 2009. She then joined the University of Southampton in 2012 as Head of Academic Appeals and Student Complaints, before joining the OIA in 2014 as an Assistant Adjudicator. She was promoted to Senior Assistant Adjudicator in 2015 and was appointed as an Adjudication Manager in 2017. As an Adjudication Manager she manages a small team of Assistant Adjudicators, with one of the main focuses of the role being quality assurance, in relation to both individual decisions and the good practice that the OIA shares across the sector.