skip tocontent

Financial Ombudsman Service appoints operations director

21 July 2010

The Financial Ombudsman Service - which recently handled its millionth consumer complaint in its role as the official complaints body for grievances about financial services businesses - today announced the appointment of Simon Rouse as its new operations director.

This appointment is particularly significant in the year that the Financial Ombudsman Service is planning to deal with a record 200,000 cases - following a 46% annual rise in the number of new complaints and an eight-fold increase in its caseload since the service was set up ten years ago.

Simon Rouse will join the ombudsman service in August from NHS Hertfordshire, where he is currently director of strategic planning for the second largest primary care trust (PCT) in the UK, commissioning health services for 1.1 million people on a budget of £1.7bn.

Prior to this, he held a number of senior posts at Barclays plc, including head of strategy and performance management for business banking, national performance director for the UK branch network, and regional director for UK retail banking, responsible for 2,500 people at 170 branches across London.

As operations director at the Financial Ombudsman Service, Simon Rouse will report directly to the chief ombudsman and chief executive, Natalie Ceeney. He will have responsibility for ensuring the ombudsman service handles its increased caseload effectively from start to finish - and for leading an ambitious strategy to deliver the highest level of customer service.

Natalie Ceeney said:

The role of operations director is pivotal, as we plan ahead for our next decade, to ensure the ombudsman service is fit for the future. Strategic operational challenges ahead include continued high-volume caseloads and the rapidly-changing expectations of our increasingly diverse customers.

Simon Rouse is the ideal operations director to take forward these challenges. His current experience of strategic planning in the public sector - combined with his background in financial services - means he comes with a unique understanding of the issues we face. We're very much looking forward to working with him on the challenges ahead.

Simon Rouse replaces Roy Hewlett who steps down as operations director this summer after nine years in the post. The role of operations director was advertised in May.

media enquiries

  • press office – phone 020 7093 5598

image: Simon Rouse

photo: Simon Rouse

useful links