What the executive team does, who's on it and what their responsibilities are.
Our executive team is responsible for the day-to-day leadership and management of our service. They’re accountable to our board of non-executive directors.
The executive team:
- proposes and manages our budget
- oversees how we act on our strategy and commitments
- makes sure we’re running effectively and efficiently
- manages how we respond to risks
Members of the executive team
Chief executive and chief ombudsman (interim)
Nausicaa is responsible for leading the service in the delivery of our vision and strategy.
Nausicaa became interim Chief executive and chief ombudsman in May 2021 and will be in post while the Financial Ombudsman Service’s Board carries out an open recruitment process for a permanent Chief executive and chief ombudsman.
She joined the organisation from the Financial Conduct Authority, where she had been a member of the Executive Committee since 2016, most recently as Executive Director of International and Interim Chief Operating Officer, with responsibility for its global strategy and for its operations.
Nausicaa previously held other senior roles at the FCA, including in Supervision, Risk and Policy. She has led innovative and complex transformational initiatives, driving changes in culture, including most recently the FCA’s response to the UK’s withdrawal from the EU. Previously, she has been responsible for internal transformational changes, and for the transfer of consumer credit regulation to the FCA from the Office of Fair Trading in 2014. She joined the Financial Services Authority’s Enforcement division in 2000, where she led investigations and disciplinary actions in both retail and wholesale markets.
Nausicaa is a solicitor, having trained and qualified at City law firm Freshfields in London.
Chief financial officer
Julia leads our finance, performance, customer help and property functions.
Julia joined us in 2011, having worked primarily in the support services sector. Her longest role was at Serco, a leading outsourcing firm, where she worked in divisional finance and also spent six years as the group company secretary. During her time there, Serco went through a period of significant growth, with revenue increasing from approximately £500 million to over £2 billion on a worldwide basis.
Julia trained and qualified as a chartered accountant while working for Deloitte in London.
Principal ombudsman and director of investigation
Garry is responsible for leading and developing our general casework investigation teams, making sure they provide a high-quality, efficient and consistent service for all of our customers.
Garry was appointed to the executive team in 2014 and has led a number of large-scale projects, ranging from organisational expansion to leading the development of new ways for customers to access our service.
Garry joined our service when it was created in 2000 from the Personal Investment Authority Ombudsman Bureau, where he was a case officer for investment complaints. Garry spent his early career in the banking and investment sectors, later becoming an independent financial adviser.
Director of strategy and engagement
Annette leads our engagement with external stakeholders, including MPs, Government, the Financial Conduct Authority, industry bodies and consumer groups. She also has responsibility for internal communications and engagement, and the way we share our insight, including through our website and publications.
Annette joined us as director of engagement in March 2015, having previously worked for us between 2010 and 2013, latterly as a lead ombudsman. She has experience of policy, enforcement and consumer roles in a range of regulated industries, including telecommunications, energy and legal services. Annette has worked both as a regulator and within a regulated company.
Outside of our service, Annette was appointed as a lay member of the Office for Legal Complaints in February 2018.
Director of human resources
Caroline is responsible for leading our people strategy, promoting diversity and inclusion throughout the organisation.
Caroline joined our executive team in May 2018, bringing over 25 years of experience in HR. Previously, she was a member of the leadership team at oneSource, which supports council staff in the London boroughs of Havering, Newham and Bexley. She has also been a president of the Public Service People Managers’ Association (PPMA), a vice chair of the London PPMA and London Heads of HR network, and a director of VineHR, an award-winning not-for-profit made up of local-authority heads of HR in Essex.
Having started working life as an apprentice, Caroline is passionate about apprenticeship opportunities.
Principal ombudsman and quality director
Richard is responsible for leading and developing our strategic approach to high-volume casework – for example, the unprecedented size and scale of the PPI challenge. He also leads on quality and consistency in the way we handle and resolve cases, helping to continuously improve our service.
Richard has more than 12 years’ experience as an ombudsman across a range of financial services products and markets. He’s an accredited commercial mediator, with 20 years’ experience in regulation, complaints handling and dispute resolution, including both business-to-business and business-to-customer disputes.
Chief information officer
Nicola leads our technology and information strategies, ensuring that our priorities remain firmly focused on meeting our needs, the needs of our customers and safeguarding the data we hold.
Nicola joined us in November 2019 from SSE where she looked after their information and technology needs and developed the data and digital services of the business as the Head of IT Solutions.
Nicola started her career as an IT graduate with Shell and has held a number of senior positions within the manufacturing, utilities and aerospace sectors.
While at SSE, Nicola was a member of Everywoman, an organisation dedicated to advancing women in business, where she was an advocate and advised on topics including creativity, communication and networking.
Our independent assessor
Our independent assessor looks at complaints about our service and recommends what we need to do to put things right. You can find out about their role and how to make a complaint to the independent assessor on their website.