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“Financial Ombudsman Service – insurance, impact and innovation”

The Old Library, Lloyd’s, Lime Street, London, EC3M 7HA


Caroline Mitchell – Financial Ombudsman Service


Caroline is a solicitor and was a litigation partner with Lawrence Graham in London. But she has worked in complaint handling organisations for most of her career. She worked for the Insurance Ombudsman Bureau as a case handler and a senior manager.  She also worked for the Building Societies Ombudsman. In 1995 she was appointed as a member of the Police Complaints Authority where she worked for the maximum six years dealing with public complaints against police officers and supervising investigations into important matters like deaths in custody. 


On returning to the newly formed Financial Ombudsman Service Caroline became an ombudsman and then lead ombudsman, responsible for a number of ombudsmen and adjudicators dealing with general investment complaints under her direction.  Since then her responsibilities expanded to include complaints about pensions, portfolio management and general insurance.  At present she is lead ombudsman in the stakeholder team where she shares the insight and experience of the ombudsman service with the industry, consumers and other ombudsman schemes.


Caroline will address:


Financial Ombudsman Service – insurance, impact and innovation

• The ombudsman service as part of the ADR landscape
• Looking at insurance complaints, trends and issues with some case studies
• The impact of ADR in this area
• How the ombudsman service is changing

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