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
Harriet McCarthy
Ombudsman
Appointed January 2009
Career history
- Adjudicator, Financial Ombudsman Service
- Lawyer, Private Practice
Hayley West
Ombudsman
Appointed January 2017
Career history
- Team Manager, Financial Ombudsman Service
- Senior Customer Care Team Leader, Toyota Financial Services
- Customer Service Adviser, Premium Credit Ltd
Helen Boulton-Agg
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Case Assessor, Financial Ombudsman Service
- Office Administrative Assistant, Manchester Cathedral
Helen Giles
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Learning and Development Consultant, Financial Ombudsman Service
- Consumer Consultant, Financial Ombudsman Service
Helen Stacey
Ombudsman
Appointed February 2020
Career history
- Senior Technical Adviser, Solicitors Regulation Authority
- Adjudicator, Solicitors Regulation Authority
- Casework Manager, Solicitors Regulation Authority
Helen Sutcliffe
Ombudsman
Appointed September 2014
Career history
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Member Adviser, Britannia Building Society
Helen Wheatley
Ombudsman
Appointed March 2017
Career history
- Legal Counsel and Freelance Regulatory Consultant
- Senior Lawyer, Medicines and Healthcare Regulatory Agency
- Senior Lawyer, HMRC
Helene Pantelli
Ombudsman
Appointed July 2013
Career history
- Associate Solicitor, Travers Smith LLP
- Associate Solicitor, Freshfields Bruckhaus Deringer LLP
- Trainee Solicitor, Freshfields Bruckhaus Deringer LLP
Holly Jackson
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Ian Barton
Ombudsman
Appointed December 2022
- Chartered Financial Planner, Close Brothers Asset Management
- Director, Mazars Financial Planning
- Associate Director, Smith & Williamson Pension Consultancy
- Director, Aon Consulting Financial Services
Ifrah Malik
Ombudsman
Appointed February 2016
Career history
- Executive Adviser, Chief Executive's Office, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Lawyer, Private Practice
Irene Martin
Ombudsman
Appointed February 2020
Career history
- Trustee Director, Northern Bank Pension Trust Limited
- Senior Corporate Lawyer, Northern Bank Limited (trading as Danske Bank)
- Solicitor, Private Practice, Arthur Cox (NI)
