After completing BTEC Level 3 National Extended Diplomas in a range of science subjects and graphic design, and beginning her career in policing, Millie chose to pursue a new career - securing a role as an investigator at the Financial Ombudsman Service (FOS)
When I was looking for a new role, I was already aware of another ombudsman service, so when I found out about the FOS, I thought the work would be a better fit. I saw the vacancy on the FOS website and decided to apply. I was invited to complete some online assessments that varied, and then I had a virtual interview.
Initially, I was interested in the role as it combines problem solving and the opportunity to make a difference to people's experiences. This motivates me, as I've got a very analytical mindset.
Coming from a policing background, I was naturally drawn to the investigative nature of the role. The more I learned about it, the more I could see how well it aligned with my existing skills. And while there is a clear framework to follow, I was interested in the level of ownership and autonomy involved. I enjoy assessing the evidence independently and reaching a fair outcome based on my own well-reasoned judgement.
It really appealed to me that the role of investigator has both structure and professional discretion, allowing you to make balanced decisions while ensuring each case is considered on its own merits.
I found the programme to be very effective. Initially, this consisted of a week-long training session in London. I found it useful for learning more about FOS and for understanding the processes behind the systems we use every day.
The training then progressed to managing casework and having difficult conversations, including how to handle them and ensure customers are well supported.
The way the training programme is run ensures that all investigators are fully supported in learning the role by working on cases with experienced colleagues.
My role involves managing my own caseload from start to finish.
This includes:
A large part of my day is spent on fact-finding and assessing each case to build a good understanding of what's happened. I also communicate with the business and customers daily on whether to gather additional information or to provide updates on the progress of my investigation.
Once I've completed my investigation, I set out my findings in a clear outcome which references the evidence I've considered.
In between the tasks around my cases, I have regular team meetings, which allow us to discuss anything we're unsure about, whether it's new to us or just to seek advice from a different perspective.
I enjoy fact-finding the most - even if this means having to challenge the information that's in front of you.
I find it really rewarding to piece together information, explore different perspectives and get to the heart of what's really happened. Each case is different, which keeps it interesting.
There's a real sense of satisfaction in reaching an outcome based on that work, especially when you know you've taken the time to fully understand the details.
Some of my main challenges come from navigating uncertainty. At times, you may need to have difficult conversations with customers, particularly when the outcome isn't what they hoped for. Handling these conversations with empathy while remaining clear and grounded can be difficult.
Another challenge is how cases can evolve. You may feel you have a clear understanding of the circumstances, only for new information to surface that changes the direction of the investigation. This makes it very important to stay adaptable and open-minded.
There can also be delays when you're relying on information from third parties, which can impact your timeliness, and this requires careful communication to keep everyone well-informed.
Initially, my focus was on understanding FOS's processes and building a strong foundation in financial products, as I had no prior experience. Over time, my confidence has improved significantly in:
My career ambitions at present are to excel in my current role as much as possible by continuing to build my knowledge and gain experience across directorates. I'm keen to experience different types of cases to deepen my understanding and become a more well-rounded investigator.
Long-term, the aim is to progress into a more senior role. But it's important to me that I have a strong foundation first, so when I do take that next step, I can add real value and support others effectively.
