HSBC has appointed Natalie Ceeney, former CEO of the Financial Ombudsman Service (FOS), as its new head of UK customer standards.
In his new role, Ceeney will be responsible for improving customer service and complaints handling in addition to developing the bank’s approach to conduct risk.
Ceeney will report to Antonio Simoes, HSBC’s head of UK and retail banking and wealth management Europe.
Additionally, Ceeney will also sit on the bank’s UK executive committee.
Ceeney has left the Financial Ombudsman Service in November last year after four years in the role.
Currently, HSBC is performing a past business review of its investment advice and has set aside £96 million to pay redress claims.