In an interview with HR magazine, Ceeney said cultural change in banks is needed, but she will "wait to see the results".
The FOS deals with disputes between consumers and financial services providers. In 2010, it was unsuccessfully taken to the court by the British Bankers Association over PPI mis-selling decisions.
Ceeney said she didn't think people set out "to screw a customer", but that banks had "misaligned their incentive structures, rewarded people for the wrong things and had a culture from the top of profit over customer service".
"If you contrast the horsemeat scandal with PPI, supermarkets took out ads apologising. The banks buried their heads in the sand for 10 years and then took us to court," she added.
Read tomorrow's bulletin for the full interview with Natalie Ceeney.
