Financial Ombudsman Service Ombudsman Manager Reviews

Updated 18 Jul 2020

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3.6
61%
Recommend to a Friend
80%
Approve of CEO
Financial Ombudsman Service Chief Executive and Chief Ombudsman  Caroline Wayman  (no image)
Caroline Wayman
22 Ratings
  1. "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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  2. "Great place to work"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Ombudsman 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Financial Ombudsman Service full-time

    Pros

    Good CEO, lovely people, great benefits, supportive working environment

    Cons

    Favouritism culture is rife unfortunately- top level don’t take criticism well and try to explain away


  3. 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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  4. 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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  5. "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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  6. Helpful (24)

    "Could things be about to improve?"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Ombudsman in London, England
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I have been working at Financial Ombudsman Service full-time

    Pros

    The place serves a very important role. We just need to get back to doing that in the right way.

    Cons

    Now the Chairman has left, we might actually start to see the Exec team becoming accountable for some of the blunders they’ve created, and continue to push as through. It’s a shame that CW and the ex-chairman were good friends. It calls into question the “critical friend” role of the chairman - especially bearing in mind the Glassdoor reviews and appalling service standards that are just not improving. Was he interested in what was happening? I think not. Was he interested in the 2 days-a-week £75k salary? I think so.

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  7. Helpful (32)

    "Be careful what you wish for"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Ombudsman Manager in London, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    The usual told by previous staff

    Cons

    I assume the previous entry was in relation to the 2 Executives announced as leaving in the new year. What we need to know is why is it that it's these 2 people going? Why has the Mrs CEO deemed these to be disposable? Anybody working at the organisation would know neither are bullies which seems to be a large focus on staff comments on this site. With these 2 gone how will it benefit us? You have 2 reasonable and people focused people going , leaving - at best unprofessional and at worst vindictive - Execs left to contend with. That means any voices of reason have been removed from the executive meetings where staff pay, appraisals,benefits etc are decided. I don't know about you but that doesn't strike me as a win for staff. I too have a low opinion of our 'strategic leaders', but it needs to be the right Executives moving on, I don't think this has happened. Mrs CEO has reduced the Exec team hoping the treasury select committee will get off her back. It's a short sighted action by a short sighted CEO. Untill the board or FCA remove her nothing will change. The only credit I would give her is that there is definitely not a boys club at the very top , the women ( I am told they socialise out of work , as I don't know them I can't vouch for this however) always have the casting vote as they stick together. if true that's not helping the womens movement, its the worst positive discrimination there is.

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  8. Helpful (41)

    "Ozymandias"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Ombudsman in London, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    If you have no financial services knowledge, no qualifications but talk a good game, you can go far. Some wonderful people, including senior managers - it tends to be the exec and the casework directors who are the real problem.

    Cons

    A CEO who stands, Ozymandias like, amid a crumbling ruin asking us to look on her works with awe. The casework model doesn’t work - we’re hiring more and more contractors to plug the gaps. We’re throwing money at overtime to try and resolve the easy cases that would take a proper ombudsman a few hours to resolve. I’ve heard directors joking about people who have died waiting for a final decision from an ombudsman, their solution being to pray for mild winters. There is no development of staff by the organisation. For a long time staff taking it upon themselves to get external training were refused funding. Now funding is available, but it’s all down to the individual. Career progression is dependent on who you know - there’s no real objective assessment, career mapping, testing, succession planning. Quality oversight is poor. In many areas it simply doesn’t happen. Staff who haven’t joined investigations are treated like second-class citizens, but include some ombudsmen who are held up as the model of what an ombudsman should be.

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  9. Helpful (43)

    "How low will manangement stoop"

    1.0
    Former Employee - Ombudsman 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Financial Ombudsman Service full-time

    Pros

    As has been well rehearsed by previous posters the fringe benefits are excellent. The office location is good for job hunting.

    Cons

    There seems no point in repeating the well described criticisms of management with regard to how staff are treated. Clearly the board and FCA are not interested in that. However, the real issue now (given Despatches) is how management has tarnished the reputation of FOS and how that has led to customers being treated unfairly. The abuse of power to the detriment of customers has got to stop and a management clear out is the only way that will happen. I tried to keep my head down and do a fair job for consumers. But even that was not possible. The previously well documented result of complaints being easier to close against customers than against firms has incentivised the wrong behaviours and led to major injustices. While most of us tried, who in all honesty can say that the pressure to deliver numbers has not compromised their ability to deliver a fair “in all the circumstances” result? Then the need to protect what had been done has then led to a conveyor belt of inappropriate decisions. The final straw for me was being forced to defend PPI sales made by firms where not only had the firms not told clients about the exclusions (including the most obvious ways someone could be off work such as mental health illness or back pain) but were simultaneously charging the client 75% commission for the privilege. What had we become when we argued despite this obvious and blatant missale and unfairness (indeed rip off) that “the client would have gone ahead in any case”. Clients were paying massively over the odds and were not, in any case, covered for the most likely reasons they could be disabled (as we know mental health illness, for example, is pretty rife in FOS). How can rejecting that be fair - it is frankly just obscene. I could not in all conscience continue with this deception which perfectly illustrates how institutionally biased we became.

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  10. Helpful (34)

    "No no No!!!!"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Ombudsman 
    Recommends
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    People are mostly amazing to work with. We do a good job and help a lot of people.

    Cons

    No idea of where we're going. No real career paths. The wrong people are still being promoted.

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Found 28 reviews