LoginHero Awards 2025 - The Winners
The CTSI Hero Awards honours those remarkable people who have gone the extra mile for consumers.
The 20th CTSI Hero Awards took place at the House of Commons, London on Tuesday 2nd December 2025. Below, you'll find a list of the individuals, groups and organisations that won an award in each of our categories (plus any notable mentions).
Previous CTSI Heroes include Trading Standards Officers (TSOs), scam victims, charity workers, business owners and even sniffer dogs! Most are nominated by colleagues and partners within the consumer protection landscape - although anyone can nominate, or be nominated!
Our Awards Categories
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Outstanding Trading Standards Project
The award for Outstanding Trading Standards Project recognises fine examples or effective and well-executed initiatives and projects led by or involving Trading Standards. From collaborative raids between multiple authorities, to joint-enforcement action on a particularly high-priority area, to a Trading Standards officer who has demonstrated exceptional dedication to consumer protection, leaving a significant impact on the profession.
★ WINNER : Operation Clearance - Dudley Trading Standards
Dudley Trading Standards have delivered Operation Clearance, an ambitious project aiming to remove all organised crime group run businesses from the borough by 2026. Between August 2024 and September 2025 they closed 39 shops through joint work with the Police and local landlords, which is believed to be the highest total achieved by any authority. Their work has secured prosecutions of a criminal network, with sentences totalling more than 12 years. They have also reduced the number of organised crime group operated shops in Dudley to 15, with many premises now either permanently closed or reopened legitimately.
Swansea Trading Standards led Operation Grinch and Operation Grinch 2.0, two major national interventions targeting unsafe toys, counterfeit goods and illegal vapes at Charles House in Southall. They coordinated action with the Metropolitan Police, multiple Trading Standards teams, the Intellectual Property Office and a wide range of brand protection partners. The first operation in May saw seizures valued between 6 and 10 million pounds in toys, and the second in July secured around 4 million pounds in toys and vapes. Their work delivered disruption equivalent to thousands of hours of retail level enforcement, saving time and resources for services across the country.
Muhammed leads Operation CLOUD, a major multi agency project launched in 2024 that targets illicit vapes, tobacco, unsafe medicines and nitrous oxide linked to organised crime across Birmingham and beyond. He has visited more than 35 premises and contributed to seizures worth nearly eight million pounds, including more than 200 thousand vapes, 372 kilograms of hand rolling tobacco, over 559 thousand cigarettes and substantial quantities of unlicensed drugs and nitrous oxide. His work has delivered 8 arrests, 6 vehicle seizures and more than 15 prosecutions that are currently pending, along with four closure orders secured in partnership with West Midlands Police
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Diversity and Inclusion Award
Some of our most at risk communities (and businesses) are those that often find themselves excluded from accessing the protections that are available to others. Trading Standards can play a critical role in breaking down these barriers both in terms of embracing diversity and inclusion through the provision of inclusive services.
CTSI is delighted to include a Hero Award that recognises individuals or teams who have done something positive around inclusivity and diversity, either within their organisation, in the community or across the profession. This may include projects or initiatives, involving engagement with all the communities/businesses we serve, by going above and beyond.
Bolton Deaf Society and Deafway have shown long standing leadership in deaf inclusion, breaking down barriers to services right across the community. They have helped partner organisations make their policies, environments and communications genuinely accessible. Bolton Deaf Society worked with CTSI to create British Sign Language consumer information videos, improving access to rights and routes to redress. They have offered practical expertise through staff training, accessible communication and co produced service design. Their work has built real confidence among partners and strong trust within the deaf community. It is consistent, effective and a model of meaningful inclusion.
Nikki assumed the role of CTSI Immediate Past Chair in October 2025, having served as Chair over the past year. She brings more than 30 years of experience in Trading Standards. Nikki is dedicated to making sure inclusivity is at the forefront of all considerations and she has certainly shown a light on that at the CTSI Conference with organising the opening session and the Chair’s challenge to learn how to sign your name. Nikki now specialises in consultancy and training for the public sector, charities and not for profit organisations.
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CTSI Brian Smith Hero Award
In honour of the late Brian Smith - a former Trading Standards Officer at Angus Council and CTSI Lead Officer for Doorstep Crime and who was instrumental in the promotion of call blockers. Brian sadly passed away in 2017 and this award is a tribute to his fantastic work in protecting the vulnerable - recognising the bravery of scam victims and the officers that work on these difficult cases.
Sue has served as the lead officer for scams at Hertfordshire Trading Standards, securing more than £800K in refunds for victims and delivering hundreds of community and professional talks. She pioneered the use of call blocking devices to protect vulnerable residents from fraudulent contact. She led Operation Bronze, a 7 year investigation that uncovered 37 million pounds in detriment, gathered evidence from 42 victims and secured justice for losses of six million pounds. In 2025 she brought three senior perpetrators to conviction and received a judicial commendation for her work.
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CTSI Megan Lee Hero Award
This award is in memory of Megan Lee, who sadly lost her life after suffering a severe allergic reaction to nuts contained in a takeaway meal in 2016. We invited nominations for individuals or teams that showcase projects or initiatives that recognise those that strive to make food safety a key priority. This might be someone from Trading Standards, Environmental Health, someone working at a food charity or perhaps the Food Standards Agency.
The team at Southwark have led Operation Bantam, a complex multi agency investigation into meat that was unfit for human consumption being fraudulently placed back into the food chain. Their work uncovered an illegal cutting operation in Southwark where two tonnes of chicken and meat products were seized and condemned. They built a strong national case using advanced investigative techniques including phone data analysis and cell site triangulation. Their approach brought together coordinated action across Food Safety, Trading Standards, Environmental Health, the National Food Crime Unit, the Animal and Plant Health Agency and legal services. Through determined legal work and clear, expert presentation in court, they secured successful prosecutions and brought this serious offending to justice.
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Intellectual Property Award
We are looking for nominations for individuals or groups of people that have worked on a project to combat intellectual property crime. The nominations could be to recognise the great work of a Trading Standards or law enforcement officer or team, the Police, a stakeholder or a brand holder that works in the field of intellectual property to stop counterfeit products entering into the UK marketplace.
★ WINNER : Rochdale Trading Standards
Rochdale Trading Standards have delivered outstanding results this year. They have removed more than £16 million worth of dangerous counterfeit goods, disrupting organised criminal groups across the country. They have seized more than 94 thousand fake products in the past year alone through intelligence led operations. They have also created a digital evidential recording system that is now recognised as national best practice. Exceptional work, and a powerful example of what dedicated Trading Standards professionals can achieve.
Bobby Crainie has been supporting Trading Standards across the country since 2016 with expert illicit tobacco detection work, an involvement that expanded even further through Operation CeCe from 2021. His highly trained dogs are able to locate counterfeit and illegal tobacco with remarkable precision, helping to protect consumers and safeguard honest businesses. He brings insight, guidance and best practice that strengthen enforcement outcomes nationwide. He is known for his reliability, his discretion and a collaborative approach that improves every operation he takes part in.
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Business Award
This award recognises businesses, or individuals within a business, or outstanding projects and initiatives that have demonstrated their commitment to consumer protection, going beyond regulatory duties to make sure products are safe and customers are satisfied. We’re looking for nominees that have either worked closely with Trading Standards, or have made significant contributions to the field of consumer protection.
★ WINNER : The Cosmetic, Toiletry and Perfumery Association (CTPA)
The CTPA have provided long standing free training that has equipped officers across all UK nations with expertise in cosmetics regulation. They offer continuous access to scientific and regulatory specialists, supporting officers with complex casework, as well as supporting CTSI’s Cost of Beauty Campaign. They deliver wide ranging webinars and seminars covering safety, labelling, claims, cosmetovigilance and good manufacturing practice. They share knowledge and resources openly, strengthening consumer protection while supporting legitimate businesses to operate safely and confidently.
Andrew brings a consumer protection focus dating back to 2010, with advocacy that consistently champions victims in court. His legal drafting is innovative, including the creation of impactful criminal behaviour orders that strengthen future consumer protection. He is trusted by numerous local authorities across the country thanks to his meticulous, reliable and dynamic approach. He has voluntarily provided extensive CTSI training for more than a decade and has contributed to multiple editions of the pink books. He has recently been appointed as a Circuit Judge, a reflection of his outstanding expertise and long standing commitment to the profession.
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Product Safety Initiative
The Product Safety Award celebrates individuals, projects or initiatives that demonstrate commitment to ensure products in the marketplace are safe. From electrical product safety to dangerous chemicals, we’re looking for nominations that put the safety of consumers above all else.
★ WINNER : Claire Allen - Derby City Council
Claire brings 25 years of service and specialist expertise in product safety. She has led projects that have secured the recall of thousands of unsafe products, including those sold online. She has also worked closely with the Office for Product Safety and Standards to ensure that funding has been made available to testing houses to make sure recalls and withdrawals are carried out thoroughly. One of her major successes was the recall of the Itty Bitty Bot, which prevented serious risks to children.
Camden Trading Standards has delivered extraordinary results. Between 2023 and 2025 they removed £45 million in counterfeit goods from a single street through major multi agency enforcement. Following the pedestrianisation of Camden High Street in 2025, they transformed the area by driving the closure and eviction of non compliant businesses. Their work has been seamless and highly collaborative, involving partners such as PIPCU, the United Kingdom Intellectual Property Office, WRi Group, REACT and a wide range of brand representatives. They have also prioritised child safety, targeting dangerous counterfeit toys including copies of Jellycats, Labubu dolls, Harry Potter, Nintendo and Paddington products.
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The Institute’s Hero 2025
The Institute’s Hero 2025 is a special award given by the Chartered Trading Standards Institute to the individual we believe has made an unrivalled impression on consumer protection in the UK. This award is chosen by CTSI staff directly, will not necessarily be awarded every year, and although this category is not open to nominations, we are very happy to receive recommendations.
★ WINNER : Chris and Carol Armstrong
Chris and Carol have played pivotal roles in shaping modern Trading Standards for more than thirty years, offering steady leadership and trusted guidance across services in Kent, London and beyond. They have supported generations of new officers through training, mentoring and pastoral care, strengthening professionalism across the regions. Carol contributed tirelessly through conference work, legal and administrative support, and she remains much loved and thoroughly missed within the community. Chris continues to provide essential safeguarding support for the CTSI London Branch, making sure officers are supported and protected. Their long standing service, dedication and influence have created a legacy that will endure throughout the profession for decades to come.
Naseem has given more than twenty years of service to Birmingham Trading Standards, continuing to deliver outstanding work even while undergoing cancer treatment. He leads on scams, securing refunds for victims, giving talks and protecting vulnerable consumers. He manages social media, rotas, training and mentoring with professionalism and consistency, while supporting colleagues at short notice and handling complex casework with real dedication. His courage, compassion and commitment shine through in everything he does.
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Special Recognition Awards
★ WINNER : Sheila Duffy - ASH Scotland
Sheila brings more than 30 years of leadership in tobacco control, campaigning for stronger legislation and effective public health policy. She has consistently championed the role of Trading Standards in tobacco and vaping enforcement, making sure their work is understood, valued and properly supported. She provides expert evidence and advocacy that has shaped policy and strengthened protections for children and young people. Through her leadership at ASH Scotland she has built partnerships that improve community wellbeing and support people on their journey to cessation. Her sustained commitment, her visibility and her collaborative approach make her a truly deserving recipient of Special Recognition.
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The Motor Ombudsman (TMO) Star Award
This award recognises individual team members and businesses accredited to one or more of the four Motor Industry Codes of Practice, that have gone the extra mile in the eyes of consumers. This could be for example, during the repair or purchase of a new or used vehicle, or when submitting a warranty claim or enquiry. The TMO presented the Star Award.
★ WINNER : Napoleon Garage
The Motor Ombudsman is pleased to announce that Napoleon Garage in Bradford, Yorkshire, is the winner of the National Star Award for 2025. The prestigious accolade, which has been bestowed to the business as it celebrates its centenary in the Yorkshire city, is the top prize in the Ombudsman’s annual Star Awards competition – a contest which allows motorists to recognise Motor Ombudsman-accredited businesses and individual team members across the country who have gone beyond the call of duty when assisting them
The independent garage was commended for venturing out of hours on a cold and dark Sunday night after receiving a call from a customer’s sister to help their shivering parents suffering from ill health, and the nominee’s anxious daughter, after their vehicle had broken down on the side of a busy road, and where the breakdown service was unable to assist them that evening. Without hesitation, the team at Napoleon Garage went to rescue them, taking the family safely back home, and the car to their premises, getting it back on the road within just 48 hours.
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Our Awards Sponsors
Are you interested in supporting a CTSI Hero Award?
For more information about becoming an Award Sponsor at this prestigious event celebrating consumer protection heroes from across the UK, please contact: [email protected]
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2025 Hero Awards Photo Gallery
