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FOS chief exec Natalie Ceeney steps down

Financial Ombudsman Service chief executive Natalie Ceeney is stepping down from the role after four years.

Deputy chief ombudsman Tony Boorman will take the helm at the FOS until further notice.

FOS chairman Sir Nicholas Montagu says: “In the close to four years since joining, Natalie has taken the service from dealing with an annual workload of 150,000 cases to over 500,000 cases, with the organisation trebling in size under her leadership in response to the challenges of payment protection insurance.

“Natalie feels now is the time for her to move on as the ombudsman service itself starts out on a new set of challenges, building on the foundations for change laid under Natalie’s leadership.

“The board and I are very grateful to Natalie for her achievements as head of the ombudsman service.”

Ceeney says: “I feel very proud of the difference we have made to society and the faith we’ve helped to restore in the importance of financial services.

“I feel similarly proud of how well the ombudsman has responded to the challenges of the PPI mis-selling scandal, having to triple in size to handle the unprecedented volumes of complaints we received.

“But most of all, I have thoroughly enjoyed my time at the ombudsman, working with the hugely talented people who make the service unique and special.”

Read our interview with Natalie Ceeney on FOS myth busting and financial qualifications here.


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There are 12 comments at the moment, we would love to hear your opinion too.

  1. From experience the people at FOS are cerrtainly not talented but self opinionated and make decisions based on their own views rather than the facts. Good riddance to Ms Ceeney

  2. @MM why have you allowed comments on this article? To critisise an organisation is one thing but to allow personal attacks against individuals is not professional at all.

  3. Brilliant job, it now only takes them 11 months to advise us that a closed case is to be reopened and delays are running to so many months that would cause any commercial enterprise would be bust or sanctioned. They make awards beyond their remit and are clearly becoming the Consumer’s O S.

  4. I agree comment should be removed, excellent job done at the FOS with the PPI issue.

    Dealt with FOS from both sides, excellent adviser helpline to discuss any issue.

    Great job and well don’t.

  5. @Black Dog

    I can only assume that you have never dealt with FOS on a PPI Case. Having dealt with a significant number both on behalf of consumers and in previous roles with the lenders I can confidently state that the service offered is wholly unsatisfactory to both sides of the complaint.

    That being said I don’t think that this is an appropriate forum for comments regarding specific individuals. I have dealt with many people at FOS and as with most large organisations some individuals do a much better job than others. In the majority of cases where individuals are not doing a good job, poor systems and inadequate training and experience has a large part to play. The key problem that FOS has is that its only office is in a rather expensive part of the country in Canary Wharf and its salaries (at an investigator level) don’t match those that good candidates can get elsewhere. (I stress here that I am talking about investigator salaries before anyone brings up the bewildering plethora of highly salaried senior people at FOS). Perhaps a more regionalised replacement for FOS, with greater use of personal hearings, might be a road to go down – however until the banks stop using FOS as an extension of their own complaints procedure this is unlikely to happen

  6. Excellent job done with PPI issue? I am very sorry but you obviously werent at any meetings with the FOS when the whold PPI issue first came into the public eye. From day one the FOS DID NOT WANT TO DEAL WITH PPI – they stated we do not want to deal with single issue complaints and quite confidentally stated in 2007 that the whole PPI issue would be dealt with within 12 months!

    I am not going to comment on the virtues of what Ms Ceeney has done or has not done, but the entire FOS system is now so broken it will take quite a while to fix.

    CMC Manager when was the last time you had a meaningful dicsussion with an adjudicator that sways either your point of view or the view of the adjudicator? Having dealt with the FOS since 2003 through the endowment ‘issue’ and the PPI ‘issue’ I can confidentally say there is no longer any form of dialogue. It is all dealt with by standardised letters and paragraphs and tick box adjudication.

    Black Dog – yes the techincal helpline is very good and you can talk to some very knowledgeable people, but does this knowledge or experience get passed down? No. The system needs an entire rethink and hopefully someone new will bring something new to the organisation, but I very much doubt it. Whatever the next mis-selling issue is the FOS will take exactly the same stance and deal with it in exactly the same way because they can say we did such a good job on dealing with the large number of PPI complaints and have no reason to change.

  7. @annonyman

    As I am sure you also find – discussions with adjudicators at FOS are now fruitless, irrespective of the merits of the case. My own personal favourite was a request for further information and a rejection for the same case sent in the same envelope – giving very little confidence that the further information was to be considered.

  8. @cmc manager

    Are you really in a place to comment about the quality of anyone’s work? My family and I are harassed on a daily basis by numerous CMCs (I would be interested to know who you work for). No amount of telling will convince them that we do not have a PPI issue and do not need assistance. In most cases, the CMC has gone as far as to pretend that the ombudsman service charges and that the CMC is much cheaper to use – we all know this is a lie! I do have a great time seeing how far I can lead CMCs that pester me though. Got one to complain on my behalf for a policy I didn’t even have purely because they were so persistent.

  9. Wonder what bank she will be popping up at sometime soon?

  10. @Mel Meis

    After 15 years of experience working in FS complaint handling, including a decade in QA and Management roles I would say that I am suitably qualified to comment on the quality of Financial Services complaint handling.

    Your comments that because you receive spam marketing from some CMC’s that the whole industry behaves inappropriately demonstrates that you are ill-informed . That it is like me suggesting that the Pensions Industry is rotten to the core because receive Pension Liberation texts.

    For the record the Company I manage has never made a cold call, never sent a text, never charged an upfront fee, never worked on a case without a signed contract in place and never had a complaint to the Ministry of Justice. I am also aware of a number of other companies who can also accurately say the same thing,

    As I repeatedly say on these comments, if a CMC does something wrong then report it to the MOJ (or ICO depending on the issue). If the mis-information relates to FOS I would also make FOS aware of this.

    Readers of these threads are unlikely to have any dealings with reputable CMC’s as they are unlikely to have mis-sold the product or engaged a CMC to work on their behalf.

  11. I can see all your arguments yet agree with none of them.

    You all have vested interests and you are all biased.

  12. I forgot to include this Ceeney woman in my professional assessment of a biased “industry”.

    The consumer pays the piper and the price for him/her being out of tune.

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