The board of directors sets the strategy of our service and makes sure we plan effectively for it. The board also makes sure we have the resources we need to work successfully and independently.

Each director is appointed by the Financial Conduct Authority (FCA) as an independent member of the board. They don’t represent any particular group or sector. They’re also ‘non-executive’, which means they don’t get involved with individual complaints.

The board approves our annual report and accounts, which looks at the performance of our service over the last year. The report describes the board’s responsibilities in more detail and includes information about their fees, which are set by the FCA.  

Board members

Baroness Zahida Manzoor CBE

Baroness Zahida Manzoor CBE

Chair of the board

Baroness Manzoor was appointed to the House of Lords in 2013, where she served as House of Lords Government Whip and Minister between March 2018 and May 2019. Before joining the Lords, Baroness Manzoor spent over 20 years at board level within large, complex organisations. She served as The Legal Services Ombudsman for England and Wales and The Legal Services Complaints Commissioner.

While a member of the NHS’ policy board, Baroness Manzoor was one of eight Regional Chairs overseeing the NHS’ operations and was involved in leading significant transformation programmes.

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Gerard Connell board director

Gerard Connell

Member of the board

Gerard is chairman of the Defence Infrastructure Organisation. He is also a non-executive director of the Nuclear Decommissioning Fund Company Ltd, and a council member and chair of the remuneration and finance committees of the Science & Technology Facilities Council.

He was previously a senior independent director and chair of the audit committee at Pennon Group Plc, a non-executive director of Bournemouth Water Plc, a non-executive director and chair of the audit committee of the Defence Science & Technology Laboratory, and a non-executive director of the Land Registry.

During his executive career, Gerard was group finance director and managing director western Europe at Wincanton Plc, a regional director at Hill Samuel and a managing director at Bankers Trust.

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Alan Jenkins board member

Alan Jenkins

Member of the board

Alan is a non-executive director of the Pension Protection Fund; Northcourt Ltd; Gross Hill Properties Ltd; Sydney and London Properties Ltd; GPS Associates; GPS Malta Ltd; and chairman of the Roehampton Club Ltd. He is also a trustee of the charity, Kids for Kids.

During his career, Alan has been a non-executive director of the Crown Prosecution Service, chairman of the board of trustees of Mencap Trust Company Ltd and a trustee of the London Middle East Institute at the School of Oriental and African Studies. Alan has also been chairman of Lattitude Global Volunteering and a vice chairman of the International Institute for Environment & Development, managing partner of Frere Cholmeley Bischoff, a partner and chairman at Eversheds LLP, and an independent non-executive at PKF (UK) LLP.

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Sienne Veit board director

Sienne Veit

Member of the board

Sienne is director of online product at John Lewis Partnership.

Previously, she was head of mobile at Morrisons Plc and head of mobile, research and development at Marks & Spencer Direct. Sienne is also a former member of the mobile leadership council at the Internet Advertising Bureau (IAB) UK.

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Baroness Diana Warwick board member

Baroness Diana Warwick

Member of the board

Diana is a member of the House of Lords. She is chair of the National Housing Federation, chair of the Property Ombudsman Council, a non-executive director of the Pension Protection Fund and a member of council at Nottingham Trent University.

Previously, Diana was chair of the Human Tissue Authority, a non-executive director of Lattice (now National Grid Transco Plc), a founder member of the Nolan/Neill Committee on Standards in Public Life and a member of the Employment Appeal Tribunal. She is also a former advisory council member of the National Council for Voluntary Organisations and has been a member of the boards of the British Council and the Commonwealth Institute. Diana has worked as chief executive of Universities UK (UUK), chief executive of Westminster Foundation for Democracy and general secretary of the Association of University Teachers.

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Jenny Watson CBE

Jenny Watson CBE

Member of the board

Jenny is chair of the Independent Complaints Panel at the Portman Group, chair of the House of St Barnabas, chair of the National Online Self Exclusion Scheme, a non-executive director of the Financial Reporting Council and a governor at Mossbourne Parkside Academy.

Previously, Jenny was chair of the Electoral Commission, chair of the Equal Opportunities Commission, deputy chair of the Banking Code Standards board (now the Lending Standards board), deputy chair of the Money Advice Trust and a non-executive director of WRAP (Waste and Resources Action Programme). She is former vice chair of the Citizens UK Commission into Islam and participation in public life, commissioner at the Audit Commission and member of the Advertising Advisory Committee. Jenny served as chair of the Transparency Independent Review Panel of UK Nirex Ltd and as member and deputy chair of the Committee on Radioactive Waste Management.

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Board meetings and subcommittees

The board meets regularly throughout the year and publishes minutes from each meeting.

Members of the board also meet in three subcommittees – these are the:

Audit committee

  • reviews our accounting policies and the effectiveness of our internal auditing
  • oversees our relationship with the National Audit Office

Nomination committee

  • reviews the composition of the board and makes recommendations about appointments to the FCA
  • makes recommendations to the board about the appointment of the chief ombudsman & chief executive

Remuneration committee 

  • oversees the pay strategy for the executive team and other senior staff
  • looks at proposals from the chief ombudsman & chief executive about pay across the service