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.
Members
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
EUAC Member
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
EUAC Member
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
EUAC Member
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
EUAC Member
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
EUAC Member
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
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.
Claire Whyley
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
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.
Martin Coppack
Martin is a Professor of Practice in Financial Inclusion & Consumer Policy at the Centre on Household Assets and Savings Management (CHASM), University of Birmingham. He is the former Director, and now Senior Adviser, at Fair by Design, which exists to end the poverty premium – the extra costs poorer people pay for essential services like energy, credit, payments and insurance. With a background in consumer advocacy, grant making and regulation, he has held a range of positions, all with the common objective of placing low income and vulnerable people at the heart of policymaking.
During his time at the Financial Conduct Authority, he created its model for engaging with consumer groups as well as its consumer vulnerability programme, leading to nationwide changes for consumers. At the Big Lottery Fund, he led the creation of its £31.7 million financial capability and inclusion programme.
Martin is trustee of Young Scot and an adviser to the Money and Mental Health Policy Institute. He has been a Financial Inclusion Commissioner; an advisor on consumer protection to the Financial Consumer Agency of Canada; a Board member of the Association of Charitable Foundations, the Nationwide Foundation, and the Institute of Consumer Affairs; and a Commissioner for Scope’s Commission on Extra Costs for Disabled People. Martin was appointed to the Government’s Financial Inclusion Committee in December 2024.
Debrah Harding
Debrah is currently Managing Director of the Market Research Society (MRS). She has a background in standards, policy and public affairs activities, working extensively with government departments and global institutions on issues which affect research and insight.
Debrah is the current Chair of both the British Standards Institution (BSI) Committee and the International Organization for Standardization (ISO) Technical Committee, which are responsible for the development of the international market, opinion and social research, and insight quality standards. She is also a member of the BSI Standards Policy and Strategy Committee.
She is the Senior Independent Non-Executive Director for the media regulator, Impress; Chair and co-founder of the Global Research Business Network (GRBN; Vice-President of the European Research Federation (EFAMRO); and a Non-Executive Director of the Joint Industry Committee for Population Standards (JICPOPS). She is also a Fellow of the Academy of Social Sciences and a Fellow of the Royal Society of Arts (RSA).
Kenny Imafidon
Dr. Kenny Imafidon MBE is an entrepreneur, author, and social commentator. He is the co-founder and Managing Director of ClearView Research, an agency that specialises in research, strategy, and engagement projects focused on diverse and underrepresented communities. He has over a decade of experience as a mixed methods researcher, with expertise in community engagement and participatory research with people from underrepresented groups and protected characteristics. He is also a founding member of the Market Research Society’s Equality, Diversity and Inclusion (EDI) Council.
Kenny has worked on projects across the world with global brands, international charities, and philanthropic foundations, as well as public institutions, such as The House of Commons, NHS England, Uber, Deliveroo, Starbucks, Vodafone, Welcome Trust, and UNICEF UK.
In 2022 he featured in Forbes’ annual 30 under 30 list, and in July 2023, his debut book “That Peckham Boy” was published by Penguin.
Kenny is a trustee of several charities, including BBC Children in Need. He is the co-founder of OnBoard, a programme that supports diverse talent in becoming board-ready for non-executive roles. He is also the co-founder of My Brother’s Keeper, a voluntary group that supports men in prisons across the UK.
Keith Richards
Keith is a barrister and a CEDR (Centre for Effective Dispute Resolution) accredited mediator, specialising in equalities and consumer rights. After spending his early career as a campaigns lawyer at Which?, he served as an independent member and non-executive director on bodies in the public, private and third sectors for a variety of industries and professions. During that time, he delivered challenge and specialist expertise on consumer advocacy/representation, equality and inclusion, and dispute resolution and redress. He holds a post-graduate diploma in sustainability and climate leadership from the University of Cambridge.
Keith’s previous roles include a member of the financial services consumer panel at the Financial Conduct Authority (FCA); a member of the Air Travel Insolvency Protection Advisory Committee (ATIPAC); and Non-Executive Director at ECPAT UK, a charity targeting policy, advocacy and fundraising activity around child trafficking, prostitution and pornography. He set up the first consumer panel at the Civil Aviation Authority (CAA) and served as its Chair for six years, until 2017. In February 2023 he completed a nine-year term as Chair of the Disabled Persons Transport Advisory Committee (DPTAC) at the Department for Transport (TfL).
Keith’s other current roles include Non-Executive Board member of Transport Focus; Co-Chair of the Heathrow Access Advisory Group; Chair of the Board at the National Centre for Accessible Transport; and Non-Executive Board member at TfL. He also serves as an independent member of the General Chiropractic Council, and as a Board member of the Private Healthcare Information Network. Keith is currently a panel member at the Competition and Markets Authority (CMA) and is Chair of the Renewable Energy Consumer Codes Non-Compliance panel.
Keith was awarded an OBE in 2022 for services to access and inclusion in the transport sector.
Tony Shaw
Tony is Head of Cash and Liquidity at Tesco. His team is responsible for the full lifecycle of payment experience across the Tesco Group, ensuring customers can pay how they want to by developing appropriate liquidity structures for effective cash management, and enabling appropriate solutions for outgoing payments. Tony has over 20 years’ experience in payments, having previously spent 11 years working in the gambling industry at William Hill and bet365. During this time he held managerial positions within the customer service, risk, fraud and verification teams before specialising in payments in both commercial and product development capacities.
Paul Fairless
Paul is the Fintech Partner Strategy & Business Development Director at Sage, a leading provider of finance, human resources, and payroll software that helps businesses thrive by making work and money flow. Sage’s mission is to remove barriers to success, starting with the millions of small and medium-sized enterprises (SMEs) they serve globally. In his role, Paul focuses on addressing pain points and unlocking opportunities within fintech, an essential area for SMEs, where the flow of money and payment operations are critical to their cashflow, efficiency, and fraud management.
With extensive experience in financial services, Paul has held senior roles across regulated businesses in payments, savings, mortgages, current accounts, credit cards, and insurance.
An expert in customer advocacy, digital transformation, payments, and fintech, Paul is passionate about driving innovation, championing the voice of SMEs in the payments space, and creating customer-centred solutions that deliver meaningful change for businesses and their customers.
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