Financial Ombudsman Service sets ambitious targets for case resolution in 2025/26
3 April 2025
We will address significant demand and improve the efficiency of our case resolution processes, according to plans for the year ahead published today.
Caroline Wayman to step down as chief ombudsman & chief executive at the Financial Ombudsman Service
Caroline Wayman, chief ombudsman & chief executive of the Financial Ombudsman Service is stepping down from the role on 16 April, after 22 years in the service and nearly 7 years as chief executive.
In announcing her departure to ombudsman service staff, Caroline said:
“After nearly seven years as chief ombudsman & chief executive, I have decided that the time is right for me to step down from the role. It’s been an honour and a privilege to have led the service throughout this time.
The service has reached a pivotal point; in 2021 we expect to receive our final PPI cases and as nations, organisations and individuals, we are contemplating a landscape shaped and forever changed by a global pandemic. It’s against this backdrop, that the service is embarking on the next phase of its journey and it’s time for me to do the same.
As I bid my colleagues and my many friends here a heartfelt farewell, I wish the board, the executive team and my successor the very best. And in looking to the next chapter in my career, I shall take the ombudsman service culture and values with me and I will hold dear the resilience and fortitude of everyone who works here and your enduring commitment to do the very best for our customers.”
In giving thanks on behalf of the board, Chairman Baroness Zahida Manzoor CBE said:
“Caroline’s departure comes at the end of a long career, during which time she’s played a key role in significant milestones in the service’s history. Most recently, Caroline has, of course, been steering the service through its response to Covid-19, ensuring operational resilience and balancing the dual responsibilities of serving customers and supporting staff, during these most challenging of times.
On behalf of the board, the executive and all the staff at the service, I would like to record our thanks and wish Caroline every success in her future endeavours”.
The appointment of the Chief ombudsman and chief executive is made by the Board. An open process for recruiting Caroline Wayman’s successor will begin shortly.
The Financial Ombudsman Service media team can be contacted at:
- Email: [email protected]
- Phone: 020 7964 1234
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