The Board and Executive

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

Lord Tim Clement-Jones CBE


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.

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

Chief Ombudsman Designate

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.