Caroline has worked with people in and around financial services for over 25 years. Caroline has led teams to win coveted awards, including Public Service Organisation of the Year, Top 100 Index, Leaders in Diversity, and was shortlisted for the National Centre for Diversity’s Most Inspirational Individual Award in 2017. Having also played a significant role at the Financial Ombudsman Service in customer experience and outreach work, Caroline Wells is now applying her customer service and complaints handling expertise as a member of the Trust’s training and consultancy team. As an independent advisor, Caroline has influenced positive change that optimises the needs of disabled people and vulnerable customers. And recognised across the industry as a progressive customer insight and finance professional, she has championed the customer voice - both in terms of access to services and customer experience.