Caroline was formerly the Chief Ombudsman and Chief Executive of the Financial Ombudsman Service, responsible for setting out the organisation’s vision, strategy and values. Caroline joined the Financial Ombudsman Service in 2000, joining the executive team in 2011 as principal ombudsman and legal director. She was appointed Chief Ombudsman and Chief Executive in July 2014, and stepped down in April 2021. Caroline helped to lead the organisation through substantial change.
Before joining the Ombudsman, Caroline was called to the Bar and spent her early career in the insurance industry before joining the Insurance Ombudsman Bureau in 1999.
Outside of the service she was appointed to the Board of the Crown Prosecution Service in June 2018 and chairs its Nominations and Governance Committee.