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End User Advisory Council

The End User Advisory Council (EUAC) meets quarterly to advise the Pay.UK Board on the interests of the end users of the services that we deliver. EUAC ensures that end-user interests are front and centre of our decision making processes and the development of new products and services. Membership is based on independent and individual representation of end-user interests and includes private and not-for-profit users, small and medium-sized enterprises (SMEs), large corporates and the Government Banking Service. Senior Independent Non-Executive Board Director Anna Bradley, chairs the EUAC.

You can find a list of current EUAC members below.


Anna Bradley

EUAC Chair

Anna is a senior independent non-executive Board member of Pay.UK and Chair of the End User Advisory Council. She has a background in regulation, policy and consumer advocacy across a variety of sectors. She is currently a Board member of Age UK, a member of the Zurich Financial Independent Governance Committee, Chair of the Southern Water Customer Challenge Group, and Chair of the Rail Safety Standards Board.

Paul Grout

Paul is the Senior Advisor for Competition at the Bank of England, Emeritus Professor of Political Economy at the University of Bristol, and a Research Fellow of the Centre for Economic Policy Research (CEPR). He was a Non-Executive Director of Ofgem for 9 years (which included chairing regulatory committees and a member of the Audit and Risk Assurance Committee and the People and Remuneration Committee).  Paul was also chair of the Gambling Commission’s Expert Advisory Group.  Paul has advised many major international companies, and public and industry bodies, and has given addresses at leading international institutions including OECD, European Commission, World Bank, United Nations, and European Investment Bank.

Scott Johnson

Scott is the Chief Executive of Johnson Duncan & Co Ltd, a construction and project management company, He is also a Director at Investors in People and is a Director at Waverley Excursions Ltd. Previously he was the UK Commissioner for Employment & Skills, and a member of the Small Business Council in the UK Government, leading on access to finance issues for SME’s.   He conducted the “Scott Johnson” review of apprenticeships in 2014.

Pinar Koygun

Pinar is Head of Payments business development at The Hut Group across the company’s retail business of 40 global brands and the ecommerce technology platform; Ingenuity. She and her team are responsible for enhancing the global payment proposition for the company, creating a seamless payment journey, and ensuring right payment selection with the right information is provided to B2B and B2C users while selling or shopping online. In her previous role at Amazon she headed Amazon Money Store (a marketplace of payment options) propositions in the UK and Europe; also Amazon’s Shop with Points loyalty program in the UK. She focussed on B2B2C value creation, enhancing shoppers’ card application process using machine learning and initiated a partnership with a technology platform to improve customer experience in the UK, alongside new European market and product launches. She is passionate about pay-tech; new alternative payment methods and has a customer-centric approach.

Mark Loch

Mark is Customer Propositions Director across the digital Tesco estate. His team is responsible for developing world class propositions and an unbeatable customer experience across all digital platforms (online, web, app) to enable Tesco to serve customers brilliantly in this growth area of the business. In his previous role across Tesco, Mark led Payments across the Business and was also responsible for spearheading the rapid growth of various functions including Gift Cards, ATMs, Travel Money and International Money Transfer within Tesco Bank. An expert in customer experience and digital transformation, Mark has experience across a number of organisations including Accenture, Barclays and IMG.

Jo Oxley

EUAC Member

Jo is Head of Government Banking and the Assistant Paymaster General leading on the delivery of the operational and strategic banking and payment needs of approx. 650 government departments.  Working closely with HM Treasury she ensures the smooth flow of annual transactions totalling approximately £2trillion and brings senior government officials together to ensure a co-ordinated approach to payment industry change and innovation. She is also the government representative on the RTGS/CHAPS Strategic Advisory Forum, the Bank of England and Pay.UK Standards Advisory Panel and a member of the Payment System Regulator Panel.

Prior to her role in payments Jo worked extensively in the change arena, focussing specifically on commercial, digital and IT change projects. A big champion of talent management, Jo is very active in cross government mentoring.

Helen Parker

Helen’s career has been spent championing consumers’ interests, first in executive roles and now as a non-executive. She was a member of the senior leadership team of Which? for more than a decade – as Editorial Director, then Policy Director and finally Deputy CEO. Helen now has a number of non-executive roles. These include being Deputy Chair of the Financial Services Compensation Scheme, and a member of Aegon’s Independent Governance Committee, whose role is to challenge the company on the value for money offered to its two million workplace pension customers. She is also a member of the Office of Rail and Road’s Consumer Expert Panel, and a national Committee member of Health watch England.

Jashan Sidhu

EUAC Member

Jashan is a highly skilled operations leader with over 20 years’ experience in designing and implementing operational strategies and policies that deliver against the customer experience and commercial objectives of FTSE 100 brands. She has extensive experience in leading large cross functional teams within the telecommunications industry, specialising in Billing Operations, Customer Payments, Credit Risk, Fraud & Collections. An inspirational communicator, Jashan focuses on creating environments for positive change and transformation, reducing customer effort without compromising on customer experience, security, or compliance. She is passionate about developing people and helping organisations to do this, by creating diverse and inclusive environments for people to shine and feel safe.

Jane Vass

EUAC Member

Jane is an independent consumer consultant with a special interest in ageing. Until March 2020, she was Director of Policy and Research at Age UK, having joined Age UK’s predecessor, Age Concern England as Financial Services Policy Adviser in 2006. She previously worked for the Consumers’ Association, was a member of the Financial Services Consumer Panel and a Council Member for the Ombudsman for Estate Agents scheme. She is also a Governor of the Pensions Policy Institute. Jane received an OBE for her services to consumers of financial services in 2015.

Claire Whyley

EUAC Member

Claire is a professional researcher and policy analyst, focusing on consumer behaviour and decision-making, consumer protection and consumer-focused regulation. She specialises in user-led, evidence-based and impact-focused policy development, across a range of markets, with a particular interest in vulnerable and excluded consumers. Claire holds a number of non-executive roles including the Competition and Markets Authority Panel, Civil Aviation Authority Consumer Panel, the Independent Panel of the Water Redress scheme (WATRS) and SGN’s Customer Engagement Group, and the Finance and Leasing Association Lending Code Board.

Sian Williams

EUAC Member

Sian is the CEO of Switchback, a London-based resettlement charity supporting young men leaving prison to build rewarding, sustainable lives. Formerly Director of Policy and Innovation at the East London charity Toynbee Hall, leading community and systems change work to increase equality and financial inclusion. She was a member of the Payments Strategy Forum and chaired the End User Needs Working Group, including Request to Pay and Confirmation of Payee. Sian sits on a range of industry advisory groups, is a Financial Inclusion Commissioner, a member of the Payment Systems Regulator’s Panel and is a trustee for the Money Advice Trust.

End User Advisory Council advice notes

Implications for end users on the delivery approach for the New Payments Architecture

The End User Advisory Council provided an advice note to the Pay.UK Board in August 2020 discussing potential implications for end users from Pay.UK’s engagement with regulators on the delivery approach for the New Payments Architecture. The note can be downloaded below.

Contingency Reimbursement Model fee change request

In November 2019, the End User Advisory Council discussed the outcome of Pay.UK’s consultation on the proposed ‘Contingency Reimbursement Model’ fee change request. As a result of that discussion it sent an advice note to the Pay.UK Board, which Pay.UK responded to. That note, and the response, can be found below.

Advice note from the Pay.UK End User Advisory Council to the Pay.UK Board

Chief Executive Officer’s response – EUAC advice note on APP fraud

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