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
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 2024
Career history
- Ombudsman Manager, Financial Ombudsman Service
- Director of Enforcement, Solicitors Regulation Authority
- Deputy Director, 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 Barham
Ombudsman
Appointed July 2024
Career history
- Head of Case Assessment, BBRS
- Senior Ombudsman, Financial Ombudsman Service
- Ombudsman, Financial Ombudsman Service
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
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
