End User Advisory Council

The End User Advisory Council advises and challenges our board to ensure that the needs of end users, now and in the future, are correctly understood and addressed in our work. The group has early insight into our thinking and proposals, so is able to influence plans and ideas at an early stage.

Importantly, this enables the council the opportunity to provide guidance and advice regarding how wider engagement should be approached with end users and their representatives. You can find a list of current members below.


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.

Michelle is the Chief Executive of The Money Charity, the UK’s financial capability charity and is also a Trustee of GambleAware. She was a member of the Financial Inclusion Commission’s Advisory Panel and a member of the London Institute of Banking & Finance’s validation panel for their Post Graduate Certificate in Financial Capability. Previously Michelle was instrumental in setting up the Consumer Financial Education Body and worked for 13 years at the Financial Services Authority and the Personal Investment Authority, undertaking roles in pensions, regulation, communications and financial capability.

Scott is the Chief Executive of Chas Smith Ltd, a construction company established in 1922. Previously he was the UK Commissioner for Employment & Skills, one of the UK Commission for Employment and Skills SME representatives and an advisor on the Small Business Council. He conducted the “Scott Johnson” review of apprenticeships in 2014. He is also a current member of the Government’s Better Regulation Strategy Group.

Terry is the Director General of the National Farmers’ Union, representing 47,000 farming businesses of all sizes across England and Wales. He is also the industry co-chair of the Food & Drink Sector Council, the formal industry partnership with Government which aims to create a more productive and sustainable food and drink sector. Terry has worked for a number of trade bodies including the Food and Drink Federation, Specialist Cheesemakers’ Association and the Provision Trade Federation.

Mark is Group Payments and Money Services Director at Tesco Bank, responsible for delivering exceptional products and experiences for Tesco customers. Tesco is uniquely positioned to bridge customers shopping lives and money lives and Mark is responsible for identifying and driving forward opportunities in this space. Mark has led the rapid growth of various functions including Gift Cards, ATMs, Travel Money and International Money Transfer and has been responsible for the development and delivery of Tesco Pay+ through which £1bn of payments have been made.  An expert in customer experience and digital transformation, Mark has experience across a number of organisations including Accenture, Barclays and IMG.

Gary is Chief Executive of Elevator UK, the largest private sector business support organisation in the country with it’s HQ in Aberdeen, Scotland. Gary serves as Professor of Entrepreneurship at both the University of Dundee and the University of Aberdeen. In addition, Gary serves on the Council of The Prince’s Trust and has a keen interest in the support of those who have experienced disadvantage. A former UK Entrepreneur of the year himself, his focus is on the support of those wishing to start or grow their SME’s.

Rajay is Chief Executive Officer (Europe) of Keypath Education, a world-leading marketing and technology company. From 2010-2015, Rajay was a Director at The Open University where he was a leading architect of the FutureLearn MOOC platform. Prior to that he was one of five members on the Independent Review of Higher Education Funding and Student Finance chaired by Lord Browne.

Jo is Head of Government Banking and Assistant Paymaster General. She has over 20 years’ experience working across both the private and public sector with particular strengths in change management, programme delivery and senior relationship management with particular interest and experience in the digital, payments, commercial and IT arena. A keen advocate of talent management, Jo actively mentors and coaches colleagues across government and brings with her an enthusiasm for change, continuous improvement and innovation.

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 in 2016, 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 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 Advertising Advisory Committee and the Finance and Leasing Association Lending Code Board.

Sian is Director of the Financial Health Exchange at Toynbee Hall in London’s East End, where she leads programmes aimed at making money work better for people. 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.

Joanna is an age, disability and inclusion consultant, with a strong interest in older and disabled consumers. Before becoming a consultant, she was a director at Business Disability Forum where she worked with a wide range of private and public sector organisations. She is Chair of TfL’s Independent Disability Advisory Group which gives strategic and practical advice. As a consultant, she was embedded in the Sainsbury’s customer experience team for over six years, providing advice, conducting research, running focus groups and managing trials. She is a governor of Frank Barnes School for Deaf Children.

Annual reports

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.