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About Us

MeIncluded is a social enterprise with over 30 years experience in frontline customer service - from complaints handling and customer experience and insight, to accessibility and inclusion, improving public services and business change. 

Our social mission is clear – we aim to improve the lives of millions of people by giving them a collective, more powerful and influential voice that lead to changes that make a real difference. 

We are pleased to say that MeIncluded is now recognised by the Department for Work and Pensions through Disability Confident,  working with employers to ensure that disabled people and those with long term health conditions have the opportunities to fulfil their potential and realise their aspirations.


Caroline Wells - Co-founder and CEO of MeIncluded

As a pioneer of accessible and inclusive customer service, I've worked with people in and around financial services for over 25 years. 

I champion the customer voice and have improved access to services through diversity and inclusion for all. Along the way, I’ve led teams to win coveted awards, including Public Service Organisation of the Year, Top 100 Index, Leaders in Diversity, and I was shortlisted for Most Inspirational Individual Award in 2017.

As an Independent Advisor, I’ve influenced positive change that optimises the needs of disabled people and vulnerable customers. But there’s still a lot more to be done. And that’s why we created MeIncluded. A disabled access review site that helps inform businesses where they are doing well, and where they need to be better. 

I'm a member of the Chartered Institute of Public Relations, Institute of Customer Service and Institute of Equality and Diversity Professionals. I provide an independent viewpoint to the Kent Police and Crime Commissioner and also sit on the Money and Mental Health Advisory Panel, the National Centre for Diversity's National Patrons Network, and on SavvyWoman's expert panel.

Recognised industry-wide as a progressive customer insight and finance professional, I speak regularly at events and appear on radio and TV – the latest being the BBC's Rip Off Britain Live and recorded shows in 2016 and 2017. 

Simon Chapman

Simon Chapman - Co-founder and Operations Director

I have been in the business of delivering business improvements and public service for 40 years and co-founded MeIncluded to make a real difference to people’s lives.  

The majority of my working life has been in the police where, as a serving officer, I witnessed injustice and discrimination and the impact this has on day to day life. To be able to redress this unfairness was the driving force in my police career which I now want to continue with MeIncluded.

I have also worked with government departments on projects to improve social equality, personal safety and welfare rights. As a consultant in business change I have helped deliver positive changes in social housing and consumer rights as well as recently working in the private sector at Dyson to develop their brand internationally.

My role at MeIncluded is to deliver our operational ambitions to improve accessibility for disabled people in the United Kingdom

We started MeIncluded because of a shared passion. We have first-hand experience of knowing what it’s like to come across an inaccessible service or venue. And we want to do something positive to improve the quality of accessibility in the kinds of everyday services many of us can end up taking for granted. 

Our intention is to help make communities stronger by telling businesses what people are saying works well or what needs to improve. Good customer service is important to businesses - they have the power to make a massive difference in solving problems and improve the accessible services they provide.