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Laura Segal is an experienced complaints management professional with a robust background in leading teams and handling complex customer issues. Currently serving as Complaints Lead at Tide since May 2023, Laura previously worked at the Financial Ombudsman Service from August 2015 to April 2023, where responsibilities included managing a team of 30 complaint handlers and developing new policies for an insurance complaints department. Laura's expertise encompasses conducting investigations, training staff on best practices for handling complaints, and ensuring high-quality customer service outcomes. Previous roles include Complaints Investigator at the Financial Ombudsman Service, Complaints Case Handler at Deloitte, and Loss Mitigator and Assistant Team Leader at Lapithus Servicing LLP, showcasing a comprehensive skill set in complaint resolution and customer relations.