Earlier this year our non-executive board commissioned an independent review of our service to look at where we might be able to do things better.

A respected consumer rights champion, Richard Lloyd, was asked to carry out the review. In the months since his appointment, he has spent time talking to our people, our customers and our stakeholders, and he has shared his findings and recommendations with our service in a report (PDF 559KB).

Chief ombudsman and chief executive Caroline Wayman has welcomed the report, saying:

We’re grateful to Richard Lloyd for conducting such a thorough review. We’ll be considering carefully what it means for our service, keen to learn from the past so we can do things even better in the future. We will publish an update on our progress by the end of the year.

Latest news

Baroness Manzoor announces she is stepping down after completing two terms

10 February 2025

Baroness Manzoor CBE, Chairman of the Financial Ombudsman Service, is stepping down after successfully serving two terms of office when her current term expires on 1 August 2025.

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Financial Ombudsman Service to start charging professional representatives to refer cases

7 February 2025

The Financial Ombudsman Service has announced that it will be proceeding with a proposal to charge professional representatives to refer a case to its service.

Press release CMC

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Abby Thomas to step down as Chief Executive Officer and Chief Ombudsman of the Financial Ombudsman Service

6 February 2025

The Financial Ombudsman Service announces that Abby Thomas, who joined in October 2022 as Chief Executive and Chief Ombudsman, is stepping down.

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