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
Georgina Arnott
Ombudsman
Appointed March 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Georgina Gill
Ombudsman
Appointed July 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Legal Secretary, Wills Probate and Trusts
Geraldine Newbold
Ombudsman
Appointed February 2015
Career history
- Regulation Team Leader, RICS
- Caseworker, The Legal Complaints Service
- Claims Assessor, AXA Sun Life
Gerard McManus
Ombudsman
Appointed November 2012
Career history
- Consultant, Law Society of Northern Ireland
- Partner, McManus Kearney Solicitors
- Fellow of the Chartered Institute of Arbitration
Gideon Moore
Ombudsman
Appointed June 2011
Career history
- Casework Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Case Investigator, Marsh & McLennan Companies
Gordon Ramsay
Ombudsman
Appointed July 2017
Career history
- Director of Enforcement, Solicitors Regulation Authority
- Deputy Director, Consumer Credit Group, Office of Fair Trading
- Team Leader, Consumer Credit Group, Office of Fair Trading
Graham Stride-Noble
Ombudsman
Appointed December 2016
Career history
- Head of Operational Planning, Financial Ombudsman Service
- Head of Decisions Operations, Financial Ombudsman Service
- Branch Manager, Skipton Building Society
Greg Sloanes
Ombudsman
Appointed November 2020
Career history
- QA AML Transaction Monitoring, Konexo
- Skilled Person Reviewer, Konexo
- Pension File Reviewer/QC, TCC
Guy Mitchell
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Paralegal, Harcus Sinclair
- Financial Manager, Leader Specialist Components
Hana Yousef
Ombudsman
Appointed July 2019
Career history
- Adjudicator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Senior Adviser, Financial Ombudsman Service
Hanna Johnson
Ombudsman
Appointed January 2017
Career history
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Counter Manager, National Westminster Bank
Hannah Wise
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Unit Trust Administrator, Smith & Williamson
- Special Constable, Metropolitan Police Service
