We are seeking an exceptional Independent Assessor to provide independent, authoritative and impartial oversight of late stage service complaints at the Financial Ombudsman Service. As the final stage for customers unhappy with the service they have received from the Ombudsman Service, you will help ensure the highest standards of customer service and will play a key role in identifying areas of improvement. Reporting directly to the Board, you will act as the final arbiter on whether complaints have been handled appropriately, bringing independent judgement and reinforcing accountability, transparency, and continuous improvement across the organisation.

This is a unique role which will draw on your experience of setting clear frameworks within established practices for teams to operate on your behalf, identifying systemic themes and contributing directly to Board discussions. As our Independent Assessor you will ensure consistency, quality, and fairness in all reviews carried out by the Independent Assessor team.

To succeed, you will bring substantial senior-level experience in customer experience and complaint handling, ideally within legal, regulatory, ombudsman or dispute-resolution settings. You will demonstrate outstanding judgement, the ability to get to the heart of an issue and will have a track record of engaging effectively at executive and Board level. Experience of leading teams, analysing trends, and driving insight-led change is essential.

Equally important are your behaviours: independence of mind balanced with collaborative influence, resilience in making difficult decisions, and a commitment to fairness and customer service excellence. You will be confident delivering outcomes that may be challenged, while maintaining credibility, integrity, and respect on all sides.

If you are motivated by purpose, thrive on accountability, and want to shape better outcomes at scale, this is a uniquely rewarding opportunity and we encourage you to read the candidate pack via the Apply link below.

To arrange a confidential discussion about this opportunity please contact us on this email: IAAppointment@gatenbysanderson.com

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Recruitment Timetable

Closing Date - Strictly
12:00 Midday on Monday 20 July 2026

Longlist Meeting
Friday 24 July 2026

Preliminary Interviews
w/c Monday 27 July and w/c Monday 3 August 2026

Shortlist Meeting
w/c Monday 17 August 2026

Final Panel Interview
w/c Monday 24 August 2026

How to Apply

To apply please submit:

• A copy of your CV (pdf)
• A supporting statement of not more than 2 pages, explaining why you have chosen to apply to the role and addressing the criteria in the Skills and Experience section and About You Specification (pdf)
• A completed diversity monitoring form, this will appear on screen as part of the application process.
• A completed Disclosure of Interests Form. Please click on the link and complete this online Please fill out this form
• The contact details for two referees who can comment on your ability to fulfil the role.

Please note: we will not approach any referees without your prior consent. Once submitted, you cannot retrieve your application to make any further amends so please ensure you are happy that it is fully complete. Applications should only be submitted online.

After you have completed the Equal Opportunities information, you will see a confirmation screen acknowledging your application. The Financial Ombudsman Service are committed to embracing diversity and to promoting equality of opportunity for all and support the principle of appointment on merit with independent assessments, openness and transparency of process.

We regret that late applications will not be accepted. If you contact us following the deadline, we will be unable to accept your application. Should you have any problems submitting your application, please contact toria.lorman-connolly@gatenbysanderson.com

You will also receive an email to the email address you provided, confirming receipt of your application. If you do not receive this acknowledgment immediately, please check your spam and, if you still cannot see it, please email toria.lorman-connolly@gatenbysanderson.com

Please note that due to the anticipated volume of responses we will not be able to share individual feedback after the longlist meeting for this appointment.