Our Executive Team

Jenny leads our finance, procurement and risk management functions. She also acts as Company Secretary.

She joined us in January 2023 from Virgin Media O2 Business & Wholesale UK, where most recently she was Strategy, Commercial & Data Director following four years in Virgin Media Business Commercial & Economics Director roles. She has over ten years’ experience as a Finance Director, having held this role across various divisions of Virgin Media, including Business & Wholesale, Group Finance (Treasury, MI/BI, Financial Planning & Analysis, Shareholder Reporting), Virgin Mobile and Virgin Television.

She holds a Masters degree in Information Technology from Queen Mary University, London and a Bachelors degree in Psychology from City University, London.  She is a member of the Institute of Chartered Accountants of England and Wales having qualified with PwC.

James is responsible for casework policy and leading our Ombudsman and Investigations teams in the delivery of high-quality investigations.

James joined us in October 2022 from the Information Commissioners Office, where he was Deputy Commissioner and Chief Regulating Officer, leading their regulatory service.

James has also worked as an Operations Director for the Parliamentary and Health Service Ombudsman, Commissioner for North West England Police Forces and Director of Investigation and Supervision for the Solicitor’s Regulation Authority (England and Wales). James also held the role of Independent Assessor for Ombudsman Services.

Jane is responsible for delivering our people strategy, learning and development function and promoting diversity and inclusion throughout the organisation.

Jane joined us in January 2023 from the Civil Aviation Authority, where she was People Director, leading a major change and culture programme. Before that, Jane was Head of HR Delivery at the FCA, leading the people agenda for their relocation programme. Jane has also held roles at the Home Office, the Ministry of Justice and the Cabinet Office.

With significant experience in transformation, people strategy and operations delivery across private, government and regulatory sectors, Jane is passionate about people and committed to helping them be at their best.

Marc is responsible for service transformation and continuous improvement at the Financial Ombudsman Service. This includes planning, forecasting and performance, and our information technology and data and analytics.

Marc joined us in January 2025 from Alpha Bank London where he was Chief Operating Officer. Most recently, Marc has been working with banks undertaking transformation journeys focused on customer-centric digital enablement.

Marc is experienced in leading operations and enabling change and transformation in regulated environments and has spent 20 years working in regulated financial services companies. He started in change management for Fidelity International and has worked for several asset managers and banks including Octopus Investments and Close Brothers, as well as helping to grow a fintech called ThinCats.

Owen leads the Communications function at the Financial Ombudsman Service and is responsible for the development, implementation and evaluation of our internal and external communications strategies.

Owen joined us in July 2023 from the Office for National Statistics where he was the Director of Communications and Digital Publishing.

Owen started his career in journalism and was editor of several digital and print titles. Before joining us, he held a variety of senior communications and policy roles across central government.

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.