Martin Shaw is a specialist adviser to the financial services industry.
Martin works with clients to help them to better understand the needs of their customers and to deliver enhanced customer experiences. Martin has a deep knowledge of improving complaints handling and service recovery capabilities and also provides advice on aspects of financial services regulation that affect customer experiences.
Martin previously worked with the Association of British Insurers (ABI), where he was Director of Raising Standards and led programmes designed to improve consumer confidence in the industry.
Before that, Martin worked in Consumer Protection with the Financial Services Authority (FSA), working on a range of policy issues. Prior to that, Martin worked with Bradford & Bingley Group with responsibilities for sales and planning functions.
Martin is also General Secretary of the Association of Friendly Societies, holds an MBA and is a Fellow of the Chartered Institute of Bankers.