Paula Sussex has been appointed Parliamentary and Health Service Ombudsman (PHSO) by His Majesty King Charles.
Paula, a graduate of the London Business School and a trained barrister, will take up the role from 1 August 2025.
Arrangements are now in place, meaning all casework can progress as normal.
She joins PHSO from the financial technology firm OneID where she has been CEO since 2023.
Paula was CEO at the Student Loans Company from 2018 to 2022, and the Charity Commission, from 2014 to 2017.
She has extensive leadership experience, particularly in delivering major transformation and change programmes and services in the public, private and voluntary sectors.
She was awarded a CBE in 2022 for services to higher education.
Paula said:
“PHSO delivers an important service by both providing transparency and justice for people who have been let down by public service failings and also holding those responsible to account. It also has a unique opportunity to play an active role in the improvement of public service.
“A priority for me therefore as Ombudsman is to focus on the key themes where PHSO’s investigations and recommendations can have the greatest impact. By harnessing the insights we provide, we can help address underlying systemic challenges that affect many people who use public services.
“I am immensely honoured to be appointed as the new Ombudsman. I would like to thank Rebecca Hilsenrath for her excellent work as interim Ombudsman. I look forward to working together to build on the good work that has already been done, and to lead PHSO into the next chapter as we continue to strive for excellence.”
Rebecca Hilsenrath KC (Hon), Chief Executive of PHSO, said:
“I am delighted that Paula has been appointed and look forward very much to working closely with her. I am confident that our new partnership, together with the rest of the team, will provide the right leadership to support those who have been let down by public services, while driving forward systemic changes for the benefit of all.”