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
David Perry
Ombudsman
Appointed June 2021
Career history
- Investigator, Financial Ombudsman Service
- Director and Co-Founder, BDO Security Limited
- Senior Investigation Officer, HM Revenue and Customs
David Singh
Ombudsman
Appointed February 2015
Career history
- Solicitor Advocate, Private Practice
- Head of Public Defender Service, Legal Services Commission
- Solicitor, Private Practice
Debra Vaughan
Ombudsman
Appointed February 2020
Career history
- Lead External and Energy Ombudsman, Ombudsman Services
- Ombudsman (Energy), Ombudsman Services
- Senior Associate Internal Auditor, PricewaterhouseCoopers
Derek Dunne
Ombudsman
Appointed January 2017
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Higher Executive Officer, Personal Injuries Assessment Board
Derry Baxter
Ombudsman
Appointed November 2004
Career history
- Adjudicator, Financial Ombudsman Service & Personal Investment Authority Ombudsman Bureau
- Compliance Technician, Century Life plc
- Financial Consultant, Nationwide Building Society
Dharmesh Patel
Ombudsman
Appointed June 2021
Career history
- Legal qualified chair/assessor, Medical Practitioner’s Tribunal
- Legal Adviser, Westminster Magistrates Court
Dolores Njemanze
Ombudsman
Appointed May 2017
Career history
- Senior Executive Adviser, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Customer Adviser, NatWest
Douglas Sayers
Ombudsman
Appointed June 2011
Career history
- Commissioned Officer, Royal Navy
- Quality Planner, Thorn EMI
- Independent Financial Adviser
- Adjudicator and Quality Auditor, Financial Ombudsman Service
Eleanor Rippengale
Ombudsman
Appointed November 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Elizabeth Dawes
Ombudsman
Appointed February 2010
Career history
- Senior Policy Manager, Barclays Wealth
- Compliance Manager, Barclays Stockbrokers
- Compliance Manager, NatWest Stockbrokers
Elizabeth Grant
Ombudsman
Appointed August 2022
Career history
- Legal Counsel Euroclear SA
- Interim Legal Counsel, Equiniti Ltd
Elizabeth Grant
Ombudsman
Appointed November 2014
Career history
- Legal Counsel, Euroclear SA
- Interim Legal Counsel, Equiniti Limited
- Senior Solicitor, Lloyds Banking Group
