Anne Leader, Accessibility Manager working within the Customer Service Directorate at the Financial Ombudsman Service.
Anne is a subject matter expert on accessibility and inclusion as well as vulnerability and its impact. Anne has been instrumental in shaping and influencing Accessibility and Vulnerability Strategies within the organisation ensuring they deliver positive outcomes for all customers and staff.
Her role involves ensuring the service is inclusive and accessible, particularly for those who are vulnerable. Anne has been actively involved in various projects and initiatives, helping to shape and support the organisation to improve the handling of vulnerable customer’s complaints. She has also contributed and supported the organisation in its development of safeguarding policies and training programs for the protection of customers and improved support and protection available to staff. Her efforts have significantly enhanced the Financial Ombudsman Service's ability to support and engage with vulnerable customers.