Representative experience

Oversight of a large remediation exercise to review c200,000 historical customer complaints and ensure customers received the correct outcomes.

Supporting a Section 166 Skilled Persons review of a retail bank's PPI complaint handling arrangements to identify governance and operational weaknesses.

Working with firms in preparation for and during Section 166 Skilled Person’s Reviews.

Designing and delivering all aspects of a remediation program for a challenger bank, including policies and procedures and providing oversight.

Reviewing and designing compliance policies and procedures and compliance monitoring arrangements for a new online retail bank.

Provided resource, training, and oversight for the complaints function of a consumer credit firm.