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.

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.

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 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, 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 Independent Panel of the Water Redress scheme (WATRS) and SGN’s Customer Engagement Group, 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.