Chief Ombudsman

Financial Ombudsman Service

London

  • Location London
  • Sector Regulation & Professional Standards
  • Client Financial Ombudsman Service
  • Job Type Permanent
  • Salary/Remuneration £280k - £320k
  • Reference GSe132744
  • Closing Date Friday 5 June 2026 @ 9am

The Financial Ombudsman Service is a free and impartial service that aims to resolve customer complaints in an efficient and effective way. We sit at the heart of the financial services ecosystem and wider regulatory family, and we play a vital role for consumers and small businesses to secure redress when things go wrong. Every year we resolve thousands of disputes, setting the standard for modern, efficient and accessible alternative dispute resolution. We also use and share the insight gained from our casework with key stakeholders across the financial services sector and with bodies such as the FCA and HM Treasury, helping to strengthen the wider financial services environment and support a more confident climate for investment.

This is an important moment for the organisation as we continue to evolve in response to rapid technological change, shifting consumer expectations and the increasingly complex landscape of financial services. Now is an exciting and important time to join the Financial Ombudsman Service and help lead our journey as we deliver significant organisational reform and drive forward major digital and technological transformation.

Working closely alongside the executive leadership team, the Chief Ombudsman ensures strong alignment between governance, casework operations and customer service delivery, while upholding the organisation’s independence, integrity and commitment to fairness. The role includes oversight of casework policy and quality, leadership of the statutory Ombudsmen and casework teams, responsibility for identifying emerging trends, risks and areas of consumer detriment, and undertaking statutory decision‑making responsibilities. As the senior authority on casework matters, the Chief Ombudsman sets the standards for consistent, high‑quality and legally robust determinations, plays a critical role in escalating systemic issues or industry‑wide concerns to regulators and government at an early stage, and represents the organisation externally with Parliamentarians, the Treasury Select Committee, the FCA, HM Treasury, firms, consumer groups and trade bodies, helping to build trust and confidence through clear, transparent engagement on casework approaches and outcomes.

We are seeking a highly credible and authoritative leader with deep knowledge of the UK financial services regulatory landscape and a strong track record in policy, regulation or dispute resolution. You will bring sound judgement, resilience and the ability to lead through complexity, together with excellent communication skills and experience of engaging with senior political, regulatory and industry stakeholders. You will be motivated by public service, committed to independence and fairness, and driven to ensure the Financial Ombudsman Service continues to deliver high‑quality outcomes for consumers and financial services firms alike.

If you have a passion for fairness, independence and delivering excellent outcomes for consumers and financial businesses alike, we would be delighted to hear from you.

For a confidential discussion about this role, please contact fosappointments@gatenbysanderson.com

Campaign closes: Friday 5 June 2026 @ 9am

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