Our Ombudsmen make final decisions in cases where we can’t resolve a consumer’s complaint about a business more informally. If someone who has made a complaint accepts an Ombudsman’s final decision, the business involved has to do what the decision says. Find out more about how we make decisions.
Appointments to the panel of Ombudsmen are made under paragraphs 4 and 5 of schedule 17 of the Financial Services and Markets Act 2000. Our Chairman and Board of Directors are responsible for appointing our Ombudsmen. Find out more about how our service is governed.
Chief Ombudsman
Abby Thomas
Chief Executive and Chief Ombudsman
Appointed October 2022
Career history
- Director of Strategy Marketing and Transformation, Virgin Media O2
- Executive Customer Director, Virgin Media O2
- Global Head of Customer Operations, Vodafone Business
- Transformation Director, BT
Deputy Chief Ombudsman
James Dipple-Johnstone
Deputy Chief Ombudsman
Appointed October 2022
Career history
- Deputy Commissioner and Chief Regulating Officer, Information Commissioners Office
- Director of Investigation and Supervision, Solicitor’s Regulation Authority
- Operations Director, Parliamentary and Health Service Ombudsman
- Commissioner, North West England Police Forces
Senior Ombudsmen
Richard West
Director of Casework Policy
Appointed December 2022
Career history
- Lead Ombudsman, Financial Ombudsman Service
- Ombudsman, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Solicitor, Private Practice
Pat Hurley
Ombudsman Director
Appointed December 2022
Career history
- Lead Ombudsman and Director of Casework, Financial Ombudsman Service
- Director of Casework, Financial Ombudsman Service
- Head of Casework Teams, Financial Ombudsman Service
- Manager, Paralegal Firm
Rachel Lam
Ombudsman Director
Appointed January 2023
Career history
- Ombudsman Leader, Financial Ombudsman Service
- Head of Casework Operations (new services), Financial Ombudsman Service
- Head of Casework teams (mortgages), Financial Ombudsman Service
- Social Fund Manager, London and the South East, Jobcentre Plus, DWP
Clare Mortimer
Ombudsman Leader
Appointed April 2014
Career history
- Ombudsman, Financial Ombudsman Service
- Casework Manager, Financial Ombudsman Service
- Deputy Complaints Manager, Office of the Banking Ombudsman
Vivienne Kelly
Ombudsman Director
Appointed January 2023
Career history
- Head of Customer Service, Shell Energy
- General Manager, Capita Customer Management
- Senior Client Relationship Manager, Equidebt Limited
-
Senior Manager, Collections Operations, Black Horse Finance
-
Head of Customer Service, Lloyds TSB Autolease
Our Ombudsmen in alphabetical order
Elizabeth Grant
Ombudsman
Appointed November 2014
Career history
- Legal Counsel, Euroclear SA
- Interim Legal Counsel, Equiniti Limited
- Senior Solicitor, Lloyds Banking Group
Elizabeth Middleton
Ombudsman
Appointed November 2020
Career history
- Solicitor, Whiskers LLP
- Administrator, Professional Assured Financial Services
- Solicitor, Edwards Duthie Shamash
Elizabeth Wilcox
Ombudsman
Appointed October 2017
Career history
- Complaints Manager/Head of Complaints, Guy’s and St Thomas’ NHS Foundation Trust
- Investigator, Parliamentary and Health Service Ombudsman
- Senior Housing Adviser, Barnet Housing Aid Centre
Ellie Clare
Ombudsman
Appointed September 2012
Career history
- Head of Scrutiny, Royal Borough of Kensington and Chelsea
- Scrutiny and Civic Manager, London Borough of Barking and Dagenham
- Overview and Scrutiny Officer, London Borough of Hackney
Elspeth Wood
Ombudsman
Appointed June 2022
Career history
- Solicitor, Private Practice
Emly Hanley
Ombudsman
Appointed February 2017
Career history
- Lead adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Emma Davy
Ombudsman
Appointed February 2017
Career history
- Deputy District Judge (Civil-Western Circuit), Her Majesty's Courts and Tribunals Service
- Assistant Boundary Commissioner, Boundary Commission for England
- Independent member - The Parole Board
Emma Hawkins
Ombudsman
Appointed January 2017
Career history
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Claims Officer, Financial Services Compensation Scheme
Emma Peters
Ombudsman
Appointed November 2013
Career history
- Associate Director, HSBC Bank plc
- Associate Director, Lloyds Banking Group
- Executive Assistant, Lloyds Banking Group
Emma Szkolar
Ombudsman
Appointed July 2016
Career history
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Customer Service, Family Investments
Esperanza Fuentes
Ombudsman
Appointed March 2019
Career History
- Head of Legal Operations, Which Ltd
- Solicitor Legal Advice Team, Which Ltd
- Crown Prosecutor, Crown Prosecution Service
Esther Absalom-Gough
Ombudsman
Appointed February 2015
Career history
- Solicitor, HM Treasury
- Solicitor, Department of Work and Pensions
- Solicitor, Cabinet Office
