Drafting & revision of 11 different Codes of Practice and a Customer Charter (all were approved by the Regulator). Key point of contact with the Regulator on customer compliance issues.Advise business functions with regard to customer regulation. Undertake internal audits to ensure compliance across the organisation.Prepare regular reports for the Regulator on compliance / data reporting.

Developed and executed the dispute resolution process for the newly formed utility.

Supervised non deposit taking lenders and passporting banks, particularly in relation to their mortgage arrears resolution strategies. Investigated consumer complaints and compliance issues, with particular emphasis on the Code of Conduct on Mortgage Arrears and the Consumer Protection Code. Contributed to the revision of the revised Code of Conduct on Mortgage Arrears.

Oversaw a team of 7 pre-investigation staff who executed the dispute resolution procedures (included mediation, negotiations and adjudication). Processing banking and investment complaints, produced reports for management, handled queries from Financial Service Providers (Banks, Credit Unions, Stockbrokers, etc) and Complainants, including the holding of mediations. Extensive legal responsibility for determining jurisdiction within governing legislation. Undertook investigations and drafted findings for sign off by the Financial Ombudsman.