Financial Ombudsman Service’s Board appoints new Independent Assessor

The Financial Ombudsman Service announces that Dame Gillian Guy has been appointed as its new Independent Assessor.

The Independent Assessor reviews complaints about the level of service provided by the Financial Ombudsman Service. Gillian will start her new role in October.

Gillian has been chief executive of Citizens Advice for the last 10 years. Prior to this, Gillian was chief executive of Victim Support. Gillian was awarded a CBE in 2015 for services to consumers, then made a Dame in the New Year's Honours list 2020 for services to the public and voluntary sectors.

Baroness Zahida Manzoor CBE, Chairman of the board of the Financial Ombudsman Service, said:

I am delighted that Gillian will be taking up the role of our Independent Assessor. The role is important to our service as it provides an independent and impartial view of the level of service the we provide to consumers who come to us for help.

Caroline Wayman, chief ombudsman and chief executive of the Financial Ombudsman Service, said:

Gillian’s extensive previous experience working with consumers and businesses to ensure organisations put their customers first means that she is ideally placed to provide an independent view and help ensure we are providing the best level of service possible.

We would also like to thank our current Independent Assessor Amerdeep Somal, who will be stepping down at the end of her term for her invaluable insights over the last seven years.

Gillian Guy, chief executive of Citizens Advice, said:

I’m delighted to be taking up this new challenge as the Independent Assessor for the Financial Ombudsman Service, where I will continue to champion the fair treatment of consumers and make sure their voices are heard.

I’m looking forward to playing my part in demonstrating that the Financial Ombudsman Service is accountable and open to scrutiny, and making sure people receive an excellent level of service when they bring their complaint to the Financial Ombudsman Service.

About the Independent Assessor

The Independent Assessor is appointed by the board of the Financial Ombudsman Service. The independent assessor can consider complaints about the standard of service provided by the ombudsman service. This covers the practical handling of a case – but not disagreements about its outcome. Any person or business directly affected by how the ombudsman service deals with a case can complain to the independent assessor.

Read more about the role of the Independent Assessor.

Please contact our media team for more information: email [email protected] or phone 020 7964 1234.

Latest news

Complaints about PayPal

20 May 2022

PayPal (Europe) et Cie, S.C.A (PayPal) is withdrawing from the Financial Ombudsman Service’s voluntary jurisdiction with effect from 1 December 2022. There will be an impact on the types of complaint we will be able to consider about PayPal.

Read more 

We’ve published our complaints data from the second half of 2021

13 April 2022

Today we’ve published data showing the number of complaints we received about individual businesses between 1 July and 31 December 2021.

Data and Insight H2 data

Read more 

Making a complaint about the British Steel Pension Scheme

31 March 2022

The FCA has today launched a consultation about redress and the British Steel Pension Scheme (BSPS). BSPS members do not need to wait for the outcome of the FCA consultation to complain, they can continue to get in touch with the Financial Ombudsman directly.

Read more