Gillian Guy to assess service provided by Fos

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Gillian Guy to assess service provided by Fos
Gillian Guy, chief executive of Citizens Advice

The chief executive of Citizens Advice has announced she is standing down, as she takes up a role at the Financial Ombudsman Service (Fos).

Dame Gillian Guy, who joined the charity as its chief executive and has held the post for 10 years, will take up the position of independent assessor at the Fos at the end of October.

In her new role Dame Gillian will review complaints about the level of service provided by the Fos.

She said: “I’m delighted to be taking up this new challenge as the independent assessor for the Financial Ombudsman Service, where I will continue to champion the fair treatment of consumers and make sure their voices are heard.

“I’m looking forward to playing my part in demonstrating that the Financial Ombudsman Service is accountable and open to scrutiny, and making sure people receive an excellent level of service when they bring their complaint to the Financial Ombudsman Service.”

Appointed by the Fos board, the independent assessor can consider complaints about the standard of service provided by the Fos about the practical handling of a case.

Caroline Wayman, chief ombudsman and chief executive of the Financial Ombudsman Service, said: “Gillian’s extensive previous experience working with consumers and businesses to ensure organisations put their customers first means that she is ideally placed to provide an independent view and help ensure we are providing the best level of service possible.

“We would also like to thank our current independent assessor Amerdeep Somal, who will be stepping down at the end of her term for her invaluable insights over the last seven years.”

In her role at Citizens Advice, Dame Gillian is credited with leading the service through a digital transformation, such as the introduction of a national phone service and provision of guidance through web chat, as well as leading the organisation’s Covid-19 response.

The national trustee board of Citizens Advice has asked Alistair Cromwell, chief operating officer, to become acting chief executive while recruitment for the permanent position takes place.

Mr Cromwell said: "I was delighted to be asked by the trustee board to take on the role of acting chief executive while they undertake the recruitment of a permanent replacement for Gillian, who has provided outstanding leadership to the organisation for the past 10 years. 

"Over the coming months I will work closely with Gillian to ensure a smooth handover. My priorities will be to continue the essential work Citizens Advice has been doing to help people navigate the worst impacts of the coronavirus pandemic, while keeping up the momentum on the delivery of our three-year strategy to meet the changing needs of the people who come to us for help."