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.
Interim Chief Ombudsman
James Dipple-Johnstone
Interim 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
Rachel Lam
Managing Ombudsman Director (interim)
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
Richard West
Ombudsman Director
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
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
James Mycroft
Ombudsman Director
Appointed January 2025
Career history
- Head of Strategy, Shawbrook Bank
- Chief Operations Officer, Sonovate
- Head of Customer Service, Principality Building Society
- Chief Operating Officer, Nemo Personal Finance
- Non-Executive Director, Welsh Ambulance Service NHS Trust
- Director of Customer Service, BT Group
Andy Wright
Ombudsman Director (interim)
Appointed April 2020
Career history
- Director of Mergers, Competition & Markets Authority
- Director, Mergers, Markets and Regulatory Appeals, Competition Commission
- Corporate Finance Manager, Deloitte
- Assurance and Advisory Manager, Andersen
Our Ombudsmen in alphabetical order
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
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 November 2014
Career history
- Legal Counsel, Euroclear SA
- Interim Legal Counsel, Equiniti Limited
- Senior Solicitor, Lloyds Banking Group
Elizabeth Grant
Ombudsman
Appointed August 2022
Career history
- Legal Counsel Euroclear SA
- Interim Legal Counsel, Equiniti Ltd
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
