Felicity joined the OIA in 2004, and became a Deputy Adjudicator in 2009. She is a member of the Senior Management and Approval Teams, having responsibility for legal claims against the OIA, including judicial review, and oversight of the work of the Case-handling staff.

She was called to the Bar in 1992 and, after some years in private practice, moved to the Banking Ombudsman as an adjudicator. She transferred to the Financial Ombudsman Service in 2001, where she worked as a Casework Manager.