Caroline is a partner in PA’s Risk and Regulation practice. Caroline works with leading clients across banking, insurance and asset management bringing to bear her considerable skills and experience to help our clients tackle their biggest conduct issues and to undertake transformational change, putting customers at the heart of their businesses and driving shareholder value.

Prior to joining PA, Caroline led the Financial Ombudsman Service as Chief Executive for nearly seven years. She led significant transformation and modernisation, responding to customer needs and unprecedented challenges during the pandemic. Having overseen the handling of hundreds of thousands of disputes, across the full spectrum of financial services, Caroline brings a unique perspective on customer and conduct issues in financial services in the UK. Before she was CEO, Caroline was Legal Director and Principal Ombudsman at the Financial Ombudsman Service and led the policy and operational response on many high-profile issues, including PPI and before that, Mortgage Endowment mis-selling.

Stacey is a customer experience, digital delivery and transformation expert. She guides financial services organisations to create and deliver on ambitious, bespoke customer experience programmes. Stacey develops pragmatic solutions through building digital products and services in a modern, agile and iterative way, defining and arranging the right capabilities, governance and skills to build high-performing teams to deliver impactful digital change.

Stacey has led small and large teams designing and delivering digital products and services for over 20 years, worked for global and local clients, built a successful creative agency and created digital experiences for some of the largest brands in the world. She’s a passionate advocate for human-centred design.