Lauren Long

Lauren Long is an accomplished professional with extensive experience in the financial services sector, currently serving as Ombudsman Leader - Casework Policy at the Financial Ombudsman Service since January 2012. In this role, Lauren is responsible for developing and delivering responses to high-profile casework, overseeing the implementation of the FCA’s new Consumer Duty, and leading high-performing teams of Investigators and Ombudsman Managers. With a strong background in managing complex complaints and providing policy guidance, Lauren has held various key positions, including Ombudsman Manager and Executive Adviser, where responsibilities included issuing legally-binding decisions and improving operational processes. Lauren's educational qualifications include a BA in History from the University of Nottingham and a Certificate in Dispute Resolution and Complaint Handling from Queen Margaret University College.