Pippa Jackson
Bournemouth
Summary
Regulatory engagement and conduct policy specialist with experience in FCA, PRA, and FSCS relationship management. Advised banking and finance leaders on Consumer Duty implementation and strategic implications of complaints. Prepared executives for regulatory meetings, coordinated intricate submissions, and provided actionable guidance on regulatory developments.
Overview
1
1
Certification
1
1
year of post-secondary education
16
16
years of professional experience
Work history
Investigations Officer
SOLICITORS REGULATION AUTHORITY
01.2026 - 09.2026
- Manage a live caseload of complex misconduct and regulatory matters, assessing evidence, regulatory risk and proportionality in a high-judgement environment.
- Apply statutory and regulatory frameworks to reach clear, defensible conclusions, distinguishing evidence from inference and maintaining a transparent rationale for decisions.
- Exceeded performance expectations by delivering high-quality investigations while effectively managing competing priorities and deadlines.
- Coordinated enquiries with regulated firms, solicitors, complainants and third parties, resolving sensitive issues and conflicting accounts through sound judgement and professional authority.
- Identify wider patterns, regulatory histories and potential systemic concerns rather than viewing individual matters in isolation.
- Produce clear written assessments and recommendations that enable effective oversight, quality assurance and accountable decision-making.
- Contribute strategic insight on how intelligence, data and governance can support earlier identification of risk and a more preventative regulatory approach.
- Developed proposals to enhance regulatory assessment, intelligence and workflow management, showcasing initiative and strategic thinking within the role.
- Maintained productivity and collaboration while working remotely, ensuring smooth project progression.
Policy Manager, Mortgages and Conduct Regulation
UK FINANCE
London
01.2025 - 10.2025
- Led mortgage-conduct and housing-finance policy for the UK banking and finance industry, representing major banks, building societies and specialist lenders in senior engagement with the FCA, PRA, HM Treasury and Bank of England.
- Led UK Finance’s response to CP25/11 and held the pen on the final industry submission, taking responsibility for the process from detailed regulatory analysis and evidence gathering through member consultation, successive drafting and final submission.
- Maintained close liaison with the FCA throughout the policy process, communicating industry evidence, testing the practical implications of regulatory proposals and supporting constructive dialogue between the regulator and the sector.
- Contributed unique insights from recent Financial Ombudsman Service experience during FCA industry roundtables on CP25/11 Mortgage Rule Review, enhancing understanding of Consumer Duty implications.
- Brought the only recent FOS perspective to the roundtable discussions, explaining how Consumer Duty was being approached through the ombudsman’s fair-and-reasonable jurisdiction and the implications for firms, consumers and regulatory policy.
- Recognised directly by the FCA during the second roundtable for the value of this contribution and the insight it provided into FOS’s developing approach to Consumer Duty.
- Coordinated diverse input from firms with varying business models, synthesising competing views into a coherent, evidence-based position that secured broad industry support.
- Owned the Conduct Regulation Committee of approximately 100 member-firm stakeholders, setting its agenda, identifying emerging issues, commissioning and drafting papers, facilitating senior discussions and overseeing decisions and actions.
- Acted as secretariat to the Mortgage Product and Service Board, supporting 23 C-suite executives with regulatory briefings, strategic policy papers, agenda-setting, meeting preparation and action tracking.
- Provided advice and constructive challenge on Consumer Duty, vulnerability, affordability, responsible lending and redress, translating regulatory and political developments into practical strategic implications.
- Served as senior conduit between regulators, policymakers, UK Finance leadership and member firms, ensuring accuracy and consistency in external communications supported by robust evidence.
- Built credibility across senior industry and public-sector stakeholders through authoritative analysis, clear judgement and an ability to communicate difficult regulatory issues with diplomacy and precision.
Senior Investigator; Stakeholder and Regulatory Liaison Lead
FINANCIAL OMBUDSMAN SERVICE
London
04.2022 - 01.2025
- Held the organisational brief for FOS’s flagship engagement with the FCA, PRA and FSCS, coordinating high-profile regulatory relationships and acting as a central link between external bodies and FOS’s executive, policy, legal, data, operational and transformation teams.
- Supported a major programme of regulatory engagement, ensuring senior leaders had clear, consistent and evidence-based briefing ahead of meetings and significant external discussions.
- Prepared senior executives for regulatory engagement by identifying emerging issues, analysing regulatory and complaint intelligence, developing briefing materials and helping shape key messages.
- Supported Chief Executive Abby Thomas ahead of a meeting with FCA Chief Executive Nikhil Rathi by identifying and analysing his oral evidence to the Treasury Select Committee and translating its regulatory and economic significance into decision-ready advice.
- Discussed the analysis directly with the Chief Executive, explaining the economic principles underlying the FCA’s position and their practical implications for FOS and the wider regulatory system.
- Connected intelligence from individual complaints with broader conduct issues, regulatory change and emerging risks, enabling senior stakeholders to identify potential consumer harm based on case-level evidence.
- Led policy development in response to significant regulatory changes, including Financial Services and Markets Act 2023 and Ombudsman Scheme Fees Regulations 2024, ensuring compliance and alignment with organisational objectives.
- Developed particularly strong practical knowledge of Consumer Duty through the investigation of complaints arising after its implementation, applying the Duty alongside DISP, MCOB and FOS’s fair-and-reasonable jurisdiction.
- Developed proposals for enhanced complaints-data sharing between firms and FOS, facilitating earlier identification of systemic issues and supporting the organisation’s preventative strategies.
- Led engagement with the Equity Release Council, presenting findings from mortgage complaints and contributing evidence and insight that informed improvements to industry guidance.
- Built trusted relationships across regulators, financial-services firms and industry bodies, adapting complex regulatory analysis for executive, policy, legal and operational audiences.
- Progressed through five grades in under three years, moving from investigation work into a specialist stakeholder and regulatory liaison role after being assessed as operating above the level of the position for which originally interviewed.
- Investigated complex mortgage and financial-services complaints to a consistently high standard, maintaining a 100% quality-assurance record while achieving up to 300% of weekly closure target.
Career Break and Voluntary Experience
Bournemouth
01.2011 - 01.2022
- Advised vulnerable Citizens Advice clients on housing, debt, consumer, employment and welfare matters, including support relating to County Court possession proceedings.
- Maintained direct experience of consumer, housing and financial issues through voluntary and entrepreneurial work during planned career break for family responsibilities.
- Enhanced resilience, commercial judgement, client management, and effective communication with individuals facing sensitive or high-pressure situations.
- Founded and operated a bespoke cake business from concept to launch Pippa Jackson Cakes, building the business from start-up and winning the Dorset Wedding Supplier Award in 2017.
Mortgage Advice, Offshore Banking and Financial Markets
- 01.2011
- Advised customers on regulated mortgage and protection products, combining technical product knowledge with an understanding of affordability, suitability and consumer needs.
- Holds the Certificate in Mortgage Advice and Practice and Certificate in Regulated Equity Release, supporting detailed credibility across mortgage and later-life lending policy.
- Acquired in-depth knowledge of regulatory requirements and their impact on customer journeys, adviser conduct, and commercial decision-making.
- Established a robust commercial and customer-facing foundation as an independent mortgage and protection adviser, offshore banking specialist, and Lloyds TSB graduate trainee in Financial Markets Division.
- Gained foundational experience in various financial services roles
Education
MSc - Investigative and Forensic Psychology
Bournemouth University
Graduate LLB - Law
BPP University
PGDip - Criminology and Criminal Psychology
University of Portsmouth
BA (Hons) - Economics
University of Manchester
Certificate in Mortgage Advice and Practice -
London Institute of Banking and Finance
London 01.2006 - 12.2006
Certificate in Regulated Equity Release -
London Institute of Banking and Finance
London 06.2022 - 08.2022
Skills
- FCA, PRA and FSCS relationship management
- Regulatory engagement strategy and coordination
- Consumer Duty and conduct regulation
- Executive and Board-level advice and challenge
- Regulatory briefings, submissions and consultation responses
- Preparation for supervisory meetings and regulatory activity
- Governance, commitments and action oversight
- Horizon scanning and strategic regulatory analysis
- Cross-functional coordination across Legal, Risk, Policy, Operations and senior governance
- Industry consensus-building and stakeholder influence
- Complaint intelligence and identification of systemic risk
- Clear communication of complex regulatory issues
Certification
Certificate in Mortgage Advice and Practice, Certificate in Regulated Equity Release, Investment Administration Qualification
Timeline
Investigations Officer
SOLICITORS REGULATION AUTHORITY
01.2026 - 09.2026
Policy Manager, Mortgages and Conduct Regulation
UK FINANCE
01.2025 - 10.2025
Certificate in Regulated Equity Release -
London Institute of Banking and Finance
06.2022 - 08.2022
Senior Investigator; Stakeholder and Regulatory Liaison Lead
FINANCIAL OMBUDSMAN SERVICE
04.2022 - 01.2025
Career Break and Voluntary Experience
01.2011 - 01.2022
Certificate in Mortgage Advice and Practice -
London Institute of Banking and Finance
01.2006 - 12.2006
BA (Hons) - Economics
University of Manchester
PGDip - Criminology and Criminal Psychology
University of Portsmouth
Graduate LLB - Law
BPP University
Mortgage Advice, Offshore Banking and Financial Markets
- 01.2011
MSc - Investigative and Forensic Psychology
Bournemouth University