Financial Ombudsman Service Manager Reviews

Updated 30 May 2020

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3.2
41%
Recommend to a Friend
60%
Approve of CEO
Financial Ombudsman Service Chief Executive and Chief Ombudsman  Caroline Wayman  (no image)
Caroline Wayman
37 Ratings
  1. COVID-19
    Helpful (3)

    "A handful of ungrateful people"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Manager 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Financial Ombudsman Service full-time for more than 8 years

    Pros

    Our people are diverse from all walks of like - from ethnicity to different needs! Very well done to the service albeit at times I do feel we bend over backwards to meet the “demands” our people make even though someone without different needs would not get the same demands agreed. We make a difference to our people’s lives through the flexibility and adjustments we make for them which in turn helps us to serve our consumers and financial businesses. Generally, a friendly bunch of people at the service with most making a difference to help those who need us. We don’t always get it right but no one I know goes out of their way to intentionally do things wrong!

    Cons

    Tough times during lockdown and whilst most are working hard to make things work and continue with working on delivering what we’re here for - resolving financial complaints, there are more than a handful that just don’t want to play ball - it’s their way or let’s make hell for the service. They forget that they should be grateful each day that they still have a job as there are thousands of people out there that have lost jobs and are really struggling. So stop your unhelpful demands and get on with what you’re being paid for otherwise there is the option not to work at the service if you’re unhappy with the huge support and flexibility being provided and try and find a job during these really tough times. Draw a line and move on and step up!

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  2. Helpful (6)

    "Average"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Ombudsman Manager in London, England
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Financial Ombudsman Service full-time for less than a year

    Pros

    The people you work with and the facilities

    Cons

    Far too target driven and the workload is often unmanageable

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  3. "Always trying to improve and do the right thing by everyone"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Ombudsman Manager 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Financial Ombudsman Service full-time for more than 10 years

    Pros

    The people, the culture, the good news stories every day, the fact that we really try to help people and especially how we deal with the most vulnerable in society

    Cons

    Targets can be difficult to achieve

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  4. Helpful (2)

    "Too much hierarchy and micromanagement"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Human Resources Advisor in London, England
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at Financial Ombudsman Service full-time for more than a year

    Pros

    Diversity and a lot of projects to get involved with

    Cons

    Too much hierarchy and micromanagement

  5. Helpful (8)

    "Remote and lacking a common purpose"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Manager in London, England
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I have been working at Financial Ombudsman Service full-time for more than 3 years

    Pros

    Most people are eager to ‘do the right thing’. The London office is modern and has a coffee shop, canteen which is subsidised to some extent and a free small gym. Most people are friendly and buy in to the culture the organisation is trying to promote. Work/life balance has improved. The organisation is bringing in more flexible working, which means that some staff can work remotely one or two days a week. However the flexibility is around where you work and not when.

    Cons

    My experience is that it’s not a bad organisation to work for but just that it could be so much better. I work in the support areas and I see the amount of waste that goes on. Consultants are brought in at £m’s to rectify a case management system that simply won’t work. Unfortunately so much money has been invested in it that senior management would face serious questions if it just gave it up as a bad job and started again. HR has a hard job to do and there are people who care and work hard. However, like the rest of the organisation, it Seems to lack strategic direction and the management seems more eager to win awards that address problems. The IT systems are clunky and restrictive although they’re now starting to rectify this.

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  6. Helpful (28)

    "Year after year of incompetent senior management..."

    1.0
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Policy Manager 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Financial Ombudsman Service full-time for more than 8 years

    Pros

    Non salary benefits are comparable to similar organisations

    Cons

    Having worked at the service for many years I've seen it evolve into something quite different to its origins. Some of problems FOS faces today would have challenged many executives and senior managers. Unfortunately, our senior managers haven't been up to the challenges. Their lack of ability, knowledge and relevant experience made matters worse. They simply haven't had the core capability needed. Just look at the evidence. FOS hasn't been fit for purpose for several years. The major restructuring (the total pup sold by PWC), abysmal and appalling feedback from staff surveys and focus groups, strong concerns expressed by external stakeholders, intervention by the Treasury Select Committee, the Dispatches documentary, the abject failure of Phoenix (the new IT platform), high staff turnover, high sickness rates that are simply clamped down on with management bullying, financial mess, backlogs of work. The list could go on. But what doesn't change? The executive and senior management. Same old useless individuals being paid absurdly high salaries, hanging on by their finger nails because no other employers will take them on and they know it. There's a total lack of accountability at senior level. They resort to bullying and blaming others. Do they ever reflect on their own permformance? I doubt it. For example, the influential stakeholder team led by highly paid but awful senior managers just grinds on being totally inept. Why are the same senior managers still there? Move them on and bring in fresh, well qualified, knowledgable people with relevant experience who can lead and motivate. So many senior managers at FOS are a hindrance rather than a help. But still they carry on and on...

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  7. Helpful (1)

    "Great work/life balance"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Manager 
    Neutral Outlook
    Approves of CEO

    I have been working at Financial Ombudsman Service full-time for more than a year

    Pros

    Lots of support for work/life balance, flexible working

    Cons

    No clear career progression for certain departments

  8. Helpful (58)

    "Time for the Phoenix to combust...."

    4.0
    Current Employee - Ombudsman Manager 

    I have been working at Financial Ombudsman Service full-time

    Pros

    There are a huge amount of positive things about working at FOS. I've chosen to stay for the culture; the people; the variety of work; the job satisfaction; the challenges; the work/life balance, and so on. But my review today is with the sole purpose of highlighting one huge con.

    Cons

    Phoenix. Phoenix, the new operating system that has been years in the making, is simply ruining any enjoyment anyone (who works live cases) had for their job. It was delayed repeatedly because it wasn't fit for purpose. And I just don't think it's fit for purpose now. Taking aside those that have been tasked with Phoenix propaganda, you'd be hard pushed to find someone who thinks their working life has been improved by its arrival. Businesses are finding us to be slower (and are actually asking us if we're alright); consumers are telling us they don't have time to set up cases because it takes so long; our investigators are doing anything they can to avoid having to set up new cases; people are refusing overtime that involves Phoenix because it's just too painful to contend with. It's hugely counterintuitive and we're going to miss really important things; like spotting when something has gone wrong on a case. We're also seemingly sending emails into a black hole. And the issues aren't being publicised because there's only so much negative internal press Phoenix can take. The list goes on and on. There's support, there's training, there are floor-walkers.... everyone is doing their best to force this bird-shaped peg into a Clipper-shaped hole. Our organisation has had an issue with morale... let's not pretend the reviews for the past two years haven't happened. Do you know what would be the biggest morale boost right now? Binning Phoenix. We talk about how it's our prerogative to change our minds right up until a final decision goes out. Well.... no final decision has gone out here. We can unwind this. I really debated whether there was a better forum for voicing this. But, given the amount of money that's been spent, I don't think the organisation would take too kindly to little old me voicing my opinions in a polite email. If there are benefits that I haven't seen yet, fine. I'll keep trying to use it anyway and maybe they'll one day become apparent. But your best people aren't happy. The most positive and hardworking investigators aren't happy. The money has been spent but don't make it cost even more by losing them.

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  9. "Very political environment"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Contractor - Project Manager 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at Financial Ombudsman Service for less than a year

    Pros

    Lots of great people

    Cons

    Senior management very political and clicky Not open to external fresh perspective

  10. "Good place to work"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Ombudsman Manager in London, England
    Recommends
    Positive Outlook
    No Opinion of CEO

    I have been working at Financial Ombudsman Service full-time for more than 3 years

    Pros

    Lovely people, offices , and good benefits. Not a long hours culture.

    Cons

    Constant change, but some things (e.g. the proposed re-evaluation of how people will be targeted) never seem to happen.

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Found 51 reviews