The Board and Executive

Ombudsman Services is governed by a board of executive and non executive directors.

Lord Tim Clement-Jones CBE

Chair

Lord Clement-Jones is the London Managing Partner of global law firm, DLA Piper, its former International Business Relations Partner (2010-2012) and former Co-Chairman of Global Government Relations, its government affairs and media relations practice (1999-2010). He is a member of the Saudi–Britain Joint business Council, a Law Society Ambassador to the City of London, a UCL Council member and an Icebreaker Fellow and Vice-President of the 48 Group Club, a business network which promotes links with China. A communications professional and a solicitor, Tim was Group Company Secretary and Legal Adviser of Kingfisher Plc from 1986 until 1995, where he coordinated Kingfisher's contribution to the Shopping Hours Reform Campaign which led to the Sunday Trading Act 1993. Before Kingfisher, Tim held senior legal positions at Grand Metropolitan, now Diageo plc (Legal Director, Grand Metropolitan Retailing 1984-1986) and London Weekend Television (Head of Legal Services 1980-1983) now part of ITV plc. He was Chairman of the Liberal Party between 1986 and 1988 and Treasurer of the Liberal Democrats from 2005 to 2010. He was created a life peer in 1998 and sits in the House of Lords as a Liberal Democrat peer. He held shadow roles in Health and Culture, Media, Sport (with a special interest in communications) and was a spokesperson in the Lords for Culture, Media and Sport during the Coalition Government.

Lewis Shand Smith

Chief Ombudsman

Chief Ombudsman Lewis Shand Smith was appointed Chief Executive and Chief Ombudsman of the Ombudsman Service Ltd in 2009. The Ombudsman Service is approved or appointed by the relevant authorities to resolve complaints in the energy, communications, property, and copyright licensing sectors, amongst others. He is also Chair of the Ombudsman Association and the National Energy Ombudsman Network (NEON). Previously, he was Deputy Ombudsman with the Scottish Public Services Ombudsman — a Crown appointment. From 1990 to 1999 Lewis was a member of Shetland Islands Council, becoming Convener/Leader in 1994. He has served as a non-executive director or trustee with a number of companies and charities. He is a former Viceā€President of the Convention of Scottish Local Authorities, was a member of the Executive of the Scottish Constitutional Convention, and represented the UK on the European Committee of the Regions. .

Brian Landers joined Ombudsman Services’ Board of Directors on 1 August. Prior to that he was Chairman of Companies House. Brian has served on the boards of various companies in the UK and overseas including Habitat, Waterstones and Penguin Books and was Finance Director of HM Prison Service. He was also an Audit Commissioner, Chief Internal Auditor of Sainsbury's, Deputy Chairman of the Financial Ombudsman Service and Treasurer of Amnesty International UK. He has a MBA from the London Business School.

Michele has extensive board experience across private and public organisations in a range of sectors (luxury, brand, FMCG, retail, manufacturing, higher education) and was included in The Female FTSE Board Report by Cranfield University as one of “100 Women to Watch 2015”. Her executive experience includes board positions at Liverpool John Moores University as Pro-Vice Chancellor for Marketing, Commercial and International; Princes Limited (part of the Mitsubishi Corporation) as Marketing Director; and at Waterford Wedgwood plc as Marketing Director, UK.

Michele is currently a Non-Executive Director for the Marsden Building Society, and Blackpool Teaching Hospitals NHS Foundation Trust. She is a charity Trustee of the Liverpool Merchants’ Guild, and a Magistrate for Lancashire.

Baroness Jones of Whitchurch is a member of the House of Lords and Shadow Education Minister. She has considerable involvement in the Housing Sector and is currently a Non Executive member of the Circle Housing Group Board and Chair of its Remuneration and Succession Committee, as well as being a Patron of the Empty Homes charity and a previous Trustee of Shelter.

Her involvement in regulation includes work for the Medical Practitioners Tribunal Service. She is also a Board member of WRAP, the recycling and resource efficiency agency. Before joining the Lords, she was the Director of Policy and Public Affairs at UNISON.

Sir Leigh Lewis is the Chair of alcohol education charity, Drinkaware, and vice-Chair of the homelessness charity, St Mungo's. He is also Chair of the Aviva UK Life With Profits Committee and a member of the PwC Advisory Board.

Immediately prior to his retirement from the Civil Service Sir Leigh was Permanent Secretary at the Department for Work and Pensions from 2005-2010 and Permanent Secretary for Crime, Policing and Counter-terrorism in the Home Office from 2003-2005. Between 2011-12 he chaired the then Government's Commission on a UK Bill of Rights.

Justin has a wide experience of leadership in both the public and private sectors, having previously led both a 4000 strong national public body and large international businesses.

As the Chief Executive of the Health Protection Agency Justin led a 4000 strong national public health body where he championed an increased focus on commercial activities alongside excellence in public health emergency response.

His early career was spent at the manufacturing firm ICI where he held a number of posts, including managing a series of international businesses. Later at the Environment Agency he was the North West Regional Director. Between 1998 and 2002 he brought private sector expertise in performance and change management to this role. Then, as Deputy Chief Executive of the Health and Safety Executive, Justin developed excellent partnership working with local authorities.

Justin has previously served as a Trustee of the British Safety Council.

Jonathan has served in central government in ten Government Departments and has worked directly for two Prime Ministers. With substantial governance and senior level experience he has led organisations and is experienced in turning strategic visions into realistic and deliverable workplans.

At the Cabinet Office Jonathan was responsible for writing the first cross Government guidance on complaints handling and in the Department for Trade and Industry established the first national call centre, Consumer Direct, to give advice to people with consumer problems.

Jonathan has also served as non executive Trustee of Citizens Advice and of the Employers Network on Equality and Inclusion. With a solid understanding of consumer issues, regulation and the European Union and a desire to encourage access to services for all, Jonathan brings a wealth of experience and knowledge to the role.

Lisa is a Non Executive Director with over 20 years leadership experience across the public, private and voluntary sectors. After leading her family business through a management buyout, Lisa formed and subsequently sold her own e commerce company, before setting up her own management consultancy. This led to a number of roles including CEO of a commercial property company and leadership of one of the first community land buyouts in Scotland. Lisa has been given a Vodafone World of Difference Award for her work on community resilience and was awarded a Fulbright Scholarship to study in the USA.

She has extensive experience in complaints handling through her Non Executive role on the Scottish Police Authority (where she sits on the Complaints & Conduct Committee) and as a Lay Member on the Scottish Solicitors Discipline Tribunal. She has a Professional Award in Ombudsman and Complaint Handling from Queen Margaret University.

Lisa also holds Non Executive Directorships on the Boards of NHS Ayrshire and Arran, The Ethical Property Company and the Scottish Land Fund. She is passionate about Board Diversity and is a member of Women on Boards and Changing the Chemistry where she acts as a mentor to members seeking their first Board position.

Our Executive Team

Lewis Shand Smith

Chief Ombudsman

Lewis was appointed Chief Executive and Chief Ombudsman of the Ombudsman Service Ltd in 2009. That followed five years as deputy ombudsman with the Scottish Public Services Ombudsman - a Crown appointment.

From 1990-1999 Lewis was a member of Shetland Islands Council and Convener/Leader from 1994-1999. He is a former Vice-President of the Convention of Scottish Local Authorities, was a member of the Executive of the Scottish Constitutional Convention and represented the UK on the European Committee of the Regions. He has served as a non executive director or trustee on a number of companies and organisations.

Lewis is a priest of the Scottish Episcopal Church and was Rector of St Magnus in Lerwick, St. John the Evangelist, Dumfries and was a canon of St Andrews Cathedral, Aberdeen from 1993-2000. He is a Fellow of the Royal Society of Arts.

Matthew Vickers

Deputy Chief Ombudsman

Matthew Vickers joined Ombudsman Services on March 2015. He was Chief Executive of the Scottish Legal Complaints Commission (SLCC) between 2012 and 2015. The SLCC is an independent and impartial public body, set up to resolve complaints about the legal profession and to improve standards of service in the sector. His experience in dispute resolution is enhanced by his work as an accredited mediator and as a Board Trustee to the Scottish Mediation Network.

For four years, he worked overseas with the Foreign and Commonwealth Office as British Consul, initially in the Canary Islands and subsequently in Madrid. Before entering public service, Matthew’s background was in retail and FMCG. From 2004 to 2008, he was a director of McCurrach, one of the UK’s largest instore execution agencies. He joined McCurrach from Safeway Stores plc. where he had started on a graduate programme.

Originally from Merseyside, he studied at Oxford University and the London School of Economics. He completed doctoral research at Oxford in 2000, assessing the importance of civic image in Victorian and Edwardian Liverpool.

Simon Morris joined Ombudsman Services in 2012 as a consultant and became Director of Business Development in January 2013, before taking on the role of Managing Director in 2014.

A graduate of Durham University and a Fellow of the British Institute of Facilities Management, Simon’s expertise is in high level administration and business development.

In 1971 he joined the Royal Air Force where he had a long and distinguished career for 27 years. This is where he gained valuable experience of personnel, financial and estate management and fine-tuned his planning skills.

In 1997 he left the RAF and became Secretary and Registrar of Keele University where he stayed until December 2011. In this role he was the Head of the University Administration and Secretary to the University Council and Senate, adding governance and risk management to his portfolio of experience.

He is a non executive director of UNIAC, an internal audit company that specialises in universities, Chair of the Staffordshire Community Foundation, a trustee of almshouses in Nantwich and is a Deputy Lieutenant of Staffordshire.

In his spare time he is a keen chef and a passionate follower of football, particularly Stoke City.

Paul McCarthy

Finance Director

Paul McCarthy joined Ombudsman Services as Finance Director in September 2014. Prior to joining Ombudsman Services, Paul was Finance Director of Ai Claims Solutions Ltd, one of the largest claims management companies in the UK with a turnover in excess of £120m per annum.

Prior to this, Paul held senior board and managerial positions in several companies within the travel industry. Paul qualified as a chartered accountant with Touche Ross, and holds an honours degree in Banking, Insurance and Finance from Bangor University. In his spare time, Paul is a keen golfer, cyclist and football fan.

Lyndy Geddes joined Ombudsman Services as Director of Operations In September 2017. Lyndy has extensive experience across public, private and not for profit sectors and joined Ombudsman Services from the General Medical Council where she was responsible for bringing major improvements to the customer journey. In her previous roles Lyndy worked on the Newbury Bypass and Heathrow Terminal 4 public inquiries. She then transferred to the Department of Food, Environment and Rural Affairs where she had key roles in developing the Countryside and Rights of Way Act 2000 (better known as the 'right to roam') and the Fox Hunting and Alley Gating Bills.

Despite having no previous experience, Lyndy is taking part in the 2017-2018 Clipper Race. The race is a gruelling 40,000 nautical mile race around the world on a 70-foot ocean racing yacht. Lyndy will complete three legs of the race.