Our Executive Team

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

Nausicaa Delfas

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.

View Nausicaa Delfas profile

Nicola Wadham

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.

View Nicola Wadham profile

Colin Douglas

Director of Communications (interim)

Colin is responsible for leading the communications function at the Financial Ombudsman Service and for the development and implementation of our internal and external communications strategy. He joined us as Interim Executive Director of Communications in March 2022.

He has held a number of interim roles including Interim Director of Communications and Policy with the Charity Commission, Interim Head of Communications & Engagement for the Government Commercial Function based in the Cabinet Office, Interim Director of the ‘Is Britain Fairer’ research programme at the Equality & Human Rights Commission (EHRC), and Interim Director of Communications for the EHRC.

Before becoming an interim manager in 2013, Colin spent over 20 years in the public sector including 5 years as Director of Communications for the NHS. He has also held similar communication director roles with the Health & Safety Executive, Audit Commission, Sport England and Transport for London.

View Colin Douglas profile

Simone Ferreira

Chief of Staff (interim)

Simone is responsible for supporting the Executive Team in the delivery of our current strategic measures and in developing our longer-term strategy.

She works on key programmes and initiatives, helping drive improvements across the service, and is also responsible for coordinating the Chief Executive and Chief Ombudsman’s Private Office – ensuring it provides effective support to the Chief Executive and the wider organisation.

Simone joined us from the Financial Conduct Authority (FCA), where she headed the Risk Advisory function providing oversight opinion of key risks to Executive Committees and the FCA Board. She previously held other senior FCA roles, including Head of Event Supervision and Head of European Wholesale Banks operating in the UK, having previously been a member of the General Counsel’s Division.

Before joining the regulator, Simone was a Trainee Solicitor and then Legal Advisor in Credibanco – a subsidiary of the Bank of New York in Sao Paulo, Brazil – and in Credit Commercial de France.

She holds a degree in Law from the University of Sao Paulo and the College of Law (London) and a master’s degree in law (LLM) from the London School of Economics.

View Simone Ferreira profile

Carys Williams

Operations Director (interim)

Carys is responsible for the Casework Operations function at the Financial Ombudsman Service which includes the development, running and high quality execution of our Casework divisions. She joined us as Interim Operations Director in March 2022. 

The majority of Carys's professional career has been spent in financial services working for Lloyds Banking Group (LBG), MBNA and KPMG. At LBG, Carys held roles including Fraud and Disputes Director, Branch Regional Director and represented the company as its Ambassador for Wales, where she worked alongside politicians and community leaders.

She is currently a Non-Executive Director of the East Sussex Healthcare NHS Trust and Independent Betting Adjudication Service.

View Carys Williams profile

Yvette Bannister

General Counsel

Yvette is responsible for providing legal support to our Executive team and to our Board. She works on key projects and strategic initiatives. Her role covers a broad range of legal and regulatory issues arising in the context of the work of the Financial Ombudsman Service in carrying out its core statutory function.

Yvette leads our Legal & Jurisdiction team, providing advice and support to our Casework function to resolve disputes, and to the wider ombudsman service.

Yvette is a solicitor, having trained and qualified at Hogan Lovells. She joined the Financial Ombudsman Service in 2000, from the Office of the Investment Ombudsman, where she was Assistant Director.

View Yvette Bannister profile

Chandra Hirani

Chief Financial Officer (interim)

Chandra is responsible for our finance, performance, procurement and property functions. He also oversees our risk management and acts as Company Secretary.

Chandra joined us in July 2020 from IGT plc, a US/Italian gaming company, where he headed the financial planning and analysis team for the International division.

Prior to that he spent 12 years at BT plc as Head of Finance across various divisions, including Group, Global Services and Openreach. Before joining BT plc, Chandra spent 8 years at Logica plc, a IT professional services company, including 3 years as CFO of the Asia operations, living for one year in Japan and two years in Malaysia.

He holds a degree in Mathematics and Computing from the University of Surrey and is a member of the Institute of Chartered Accountants of England and Wales.

View Chandra Hirani profile

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 our website