Heather Keates: CMA’s founder and Chief Executive Officer.


Heather has spent 20 years working in the field of debt advice. As well as running CMA she continues to volunteer at her local CMA centre. She lives in rural Shropshire with her family and happily spends her free time sewing, knitting, strimming down brambles and cheering on her beloved Brighton and Hove Albion football team.

Heather Keates

John Franks: Chief Operating Officer.


John is responsible for CMA services, projects and planning, along with the management of the CMA staff team. He became a Christian at the age of nineteen and is now a member of the Third Order of the Society of St. Francis. When not working for CMA, John enjoys creative pursuits. He is a published author, musician and actor, and holds a degree in Fine Art sculpture. Married with one (grown) son, John and his wife endeavour to be good stewards of a smallholding in West Wales along with their dog, cat, chickens and horses.

John Franks

Rory Sanders: Operations Support Manager (North West & North Wales), Training Programme Manager.


Rory is a member of the Institute of Money Advisers and runs a debt advice centre in Congleton. Rory has been a foster carer for 12 years and currently has two long term placements at home which, together with 4 children and 4 grandchildren makes for a busy household! He is a trustee at his local church. Sorbet making has recently featured prominently in his life with kiwi, pineapple, apple and mango being the favoured flavours! When he has time he enjoys chilling out in the attic with his model railway and going away with the family in the caravan.

Rory Sanders

Richard Payne: Operations Support Manager (South & East).


As well as being an OSM, Richard runs a local advice centre in his home town of Harpenden. He is married to a beautiful Brazilian lady and has two great children. In his previous life he has worked as a Chartered Accountant, Missionary, Finance Director and a Church Leader before getting involved with debt advice. Richard enjoys most sports, but especially football (Seagulls!) and cricket. He loves entertaining at home which sometimes means he gets to be in the kitchen!

Richard Payne

Steve Bolton: Operations Support Manager (London SE).


Steve joined CMA in 2012, coming from a background in regulated financial services, and bringing experience of advice and management. In the first few years with CMA, he also worked in foodbank development with The Trussell Trust. With a heart to serve and support others, Steve is active in various roles within his local community, including overseeing the Watford CMA centre.

Steve Bolton

Duncan Harkness: Operations Support Manager (South West & South Wales).


Duncan is a huge motorsport fan and a keen photographer and cyclist (though not at the same time!). He is married with two children and a menagerie of pets, is a member of Institute of Money Advisers and gained a BA (Hons) degree in Advice in 2013. 

Duncan worked for many years in the banking industry before jumping ship and training as a debt adviser in 2003.  He has worked for several charities providing money advice to clients experiencing personal debt as well as specialist advice to those who are self-employed. He has established and managed money advice services and remains a front-line adviser in his home town of Cheltenham. Duncan became OSM for the South West and South Wales in 2015, and particularly enjoys supporting Centre Managers and seeing them develop their own vision for money advice in their communities.

Duncan Harkness

Jane Taylor: Operations Support Manager (East Midlands), Social Media Manager.


Jane trained as a pharmacist and worked in the NHS for many years, helping GPs manage their prescribing budgets. She helped set up Cornerstone Money Advice, Nottingham in 2014, where she volunteers as an adviser. Jane is a creative soul and in her free time she runs her own lifestyle blog, Maflingo.com where she writes about money-saving tips, DIY, homes & interiors and creativity.

Jane Taylor

Kate Downward: Head Office Administrator.


Kate manages administration, treasury, website, conference and data management work from our Head Office in Shrewsbury. She has a wide range of administrative and financial experience from her work as an external auditor with the Audit Commission. She is also a debt adviser at her local debt advice centre in Shrewsbury. Kate is married with two primary aged children and enjoys overseeing the youth work at her local church, and playing bass guitar.

Kate Downward