Former Financial Ombudsman Service chief executive Natalie Ceeney has been appointed head of customer standards at HSBC.
Ceeney will join the bank on 3 February. HSBC bank staff were informed of the appointment today.
She will sit on the UK executive committee and be responsible for improving customer service and complaint handling. She will also be tasked with developing the bank’s approach to conduct risk.
Her new role will see Ceeney reporting to HSBC head of UK & retail banking and wealth management Europe Antonio Simoes.
An HSBC spokesman says Ceeney was not approached about the role until she had departed from FOS.
Ceeney stepped down from heading up the FOS in November.
HSBC is carrying out a past business review of its investment advice and has set aside £96m to pay redress claims. The review will be conducted by Grant Thornton from May and will cover all investment advice given by the bank between August 2008 and October 2012.
In December 2011 HSBC was fined £10.5m by the FSA, the regulator’s largest ever retail fine at the time, over misselling to elderly customers through Nursing Homes Fees Agency, one of its subsidiaries.