She will depart from her position on 16 April and an open process to replace her will begin shortly.
Her resignation comes after a report from Money Mail on Tuesday revealed a backlog of 158,038 complaints had left consumers waiting years to receive compensation.
The report found a sixth of complaints were first logged over a year ago, while 11,648 were two years old.
Wayman (pictured) said: “After nearly seven years as chief ombudsman and chief executive, I have decided that the time is right for me to step down from the role. It’s been an honour and a privilege to have led the service throughout this time.”
She added: “The service has reached a pivotal point; in 2021 we expect to receive our final payment protection insurance (PPI) cases and as nations, organisations and individuals, we are contemplating a landscape shaped and forever changed by a global pandemic. It’s against this backdrop, that the service is embarking on the next phase of its journey and it’s time for me to do the same.
“As I bid my colleagues and my many friends here a heartfelt farewell, I wish the board, the executive team and my successor the very best.”
Chairman Zahida Manzoor, said: “Caroline’s departure comes at the end of a long career, during which time she’s played a key role in significant milestones in the service’s history.
“Most recently, Caroline has, of course, been steering the service through its response to Covid-19, ensuring operational resilience and balancing the dual responsibilities of serving customers and supporting staff, during these most challenging of times.”
Manzoor added: “On behalf of the board, the executive and all the staff at the service, I would like to record our thanks and wish Caroline every success in her future endeavours.”
