The Financial Ombudsman Service has appointed Caroline Wayman as chief executive and chief ombudsman.
Wayman has been with the FOS since 2000 and is currently principal ombudsman and legal director. She previously worked in the insurance sector and is a barrister by training.
She has become chief executive with immediate effect.
Deputy chief executive Tony Boorman had assumed the chief executive role on an interim basis until a permanent successor to Natalie Ceeney had been appointed. Ceeney left the FOS in January to join HSBC as head of customer standards.
FOS chairman Sir Nicholas Montagu says: “Caroline defines everything that is best about the ombudsman, and she will bring freshness, bold thinking and vigorous action to our plans for the future. As chief ombudsman she will ensure the service stays relevant and attuned to the needs of our customers – consumers and businesses.
“The board and I congratulate her on her appointment and look forward to working with her, as we take the ombudsman service into the next decade.”
Wayman says: “The ombudsman has evolved beyond recognition since I first joined over a decade ago. And it will change just as much again in the future, to reflect the changing world around us.
“So I’m delighted and proud to be given the opportunity to build on the very best of what the ombudsman has always been about – and lead the service into our crucial next phase.”