Seizing the opportunity of new Consumer Duty regulation

Caroline Wayman leads PA Consulting’s Financial Services team of over 500 experts across the UK, Europe, and the US. Since joining in 2021, she has advised on complex challenges in banking, insurance, pensions, and asset management.

Previously, Caroline was Chief Executive of the Financial Ombudsman Service and led the service's response to a number of notable sector issues. She was called to the Bar and her career began in insurance She has subsequently held notable roles, including Senior Independent Director at the Crown Prosecution Service. She is also Pro Chancellor and Chair of the Board of Governors at Nottingham Trent University.

At PA, Caroline focuses on regulation, risk management, and digital transformation, and champions diversity as the Partner Sponsor for PA’s Women’s Network.

In his role as managing director of personal finance, Eric is responsible for all personal finance matters, including cards, complaints handling, conduct regulation, consumer credit, payments, savings and supporting vulnerable customers across retail and private banking portfolios. Eric is accountable to retail, private and mid-tier bank CEOs for the development and delivery of sector specific strategies, maintaining active senior-level engagement with politicians, regulators, consumer advocates and policy makers on a range of issues to support the economy, serve customers better and earn trust in the sector.

Eric is a chartered banker and a non-executive director at the Buckinghamshire Building Society (chair of risk), Registry Trust Limited and also holds non-executive roles on the government's Credit Union Expansion Project and Regional Growth Fund.