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
Faruk Miah
Ombudsman
Appointed July 2024
Career history
- Customer Resolution Manager, Metro Bank
- Adjudicator, Housing Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Farzana Miah
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
Faye Brownhill
Ombudsman
Appointed September 2020
Career history
- Senior investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Fiona Mallinson
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
Fiona Robinson
Ombudsman
Appointed October 2010
Career history
- Consumer Advice Officer, Trading Standards, Middlesborough Council
- Licensing Support, Gateshead Council
- Customer Services, Npower
Frances Young
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Store Manager, Joy the Store
- Concession Manager, Mimco
Gagandeep Singh
Ombudsman
Appointed September 2020
Career history
- Senior investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Garry Hunter
Ombudsman
Appointed October 2019
Career history
- Head of Claims Management Regulation / Accountable Executive, Financial Conduct Authority
- Senior Manager, Financial Conduct Authority
- Ombudsman, Financial Ombudsman Service
Gary Lane
Ombudsman
Appointed October 2019
Career history
- Inspector on Local Policing Team for the South Local Policing Area, Essex Police
- Acting Chief Inspector as Southend District Commander, Essex Police
- Sergeant managing the community policing team in the Southend district, Essex Police.
Gavin Cook
Ombudsman
Appointed May 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Mortgage and Financial Advisor, Barclays Bank Plc
Gemma Bowen
Ombudsman
Appointed July 2013
Career history
- Dispute Resolution Solicitor, Insight Law LLP
- Head of Consumer Focus Investigations, Consumer Focus
- Consultant Solicitor, Hek Jones Solicitors
Gemma Warner
Ombudsman
Appointed July 2019
Career history
- Shareholder Services Senior Manager, Link Asset Services
- Dedicated Client Team Manager, Capita Asset Services
- Service Quality Assistant Manager, Capita Asset Services
