FOS names new independent assessor

The Financial Ombudsman Service (FOS) has appointed Rachel Childs as its new independent assessor, effective from late October 2026.

The ombudsman said that in her new role, Childs will “work with a team to investigate complaints about the FOS’ customer service”, but will not re-examine a case’s “merits or review outcomes”.

Instead, customers will be able to “escalate cases to her where they consider their customer service complaint hasn’t been resolved by the ombudsman’s own internal process”, with Childs’ role focusing on ”identifying themes and trends and engaging with the organisation on these areas of risk and opportunity to help it to improve its case-handling”.

Childs – a former headteacher – also currently holds the position of alternative independent reviewer at the advertising standards board of finance, as well as independent complaints assessors for public appointments at the department for transport.

The FOS added that the appointment comes during a significant modernisation of its operating practices and that its independent assessor role had been updated to better encompass the future direction of the service.

Constructive challenge

Liam Coleman, chair at the FOS, said: “I am delighted that Childs will be taking up the role of our independent assessor, where she will play a vital part in providing constructive challenge to support us in strengthening our customer service.

“Together with her team, she will give an impartial view of the level of service we provide, helping us to identify recurring themes, learn from feedback and deliver meaningful improvements for our customers.”

The new appointee added: “I am looking forward to starting in my role as the independent assessor, building on my previous complaints work to ensure customers’ voices are heard and helping the FOS identify opportunities to improve the service it provides.”