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
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Senior Manager, Collections Operations, Black Horse Finance
-
Head of Customer Service, Lloyds TSB Autolease
Our Ombudsmen in alphabetical order
James Biles
Ombudsman
Appointed 5 February 2024
Career history
- Ombudsman, Channel Islands Financial Ombudsman
- Financial Ombudsman Service Adviser, Vanquis Bank Ltd & Moneybarn
- Ombudsman, Financial Ombudsman Service
James Harris
Ombudsman
Appointed December 2010
Career history
- Head of Investigations, PhonepayPlus
- Contact Centre Supervisor, Pershing
- Customer Services Team Leader, First Telecom
James Kennard
Ombudsman
Appointed November 2013
Career history
- Senior Associate, Olswang LLP
- Solicitor, Johnson Stokes & Master
James Kimmitt
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Researcher/Caseworker
- Constituency Assistant
James Langford
Ombudsman
Appointed July 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Advisor, Department for Work and Pensions
James Neville
Ombudsman
Appointed September 2020
Career history
- Senior investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Claims management, Cunningham Lindsday
James Park
Ombudsman
Appointed July 2012
Career history
- Senior Investigator, Local Government Ombudsman
- Assistant Policy Officer, Association of Police Authorities
- Policy Researcher, National Audit Office
James Staples
Ombudsman
Appointed May 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Advisor, Department for Work and Pensions
Jan Ferrari
Ombudsman
Appointed May 2013
Career history
- National Partnership Manager, Money Advice Service
- Senior Associate, Financial Services Authority
- Assistant Director, Money Advice Trust
Jan O'Leary
Ombudsman
Appointed May 2010
Career history
- Adjudicator, Financial Ombudsman Service
- Solicitor, Private Practice
Jane Archer
Ombudsman
Appointed January 2014
Career history
- Executive Director, London First
- Associate Director, Macquarie Bank Group
- Analyst, Bank of England
Jane Gallacher
Ombudsman
Appointed November 2016
Career history
- Lawyer, Practical Law
- Professional Support Lawyer, Pinsent Masons
- Professional Support Lawyer, Denton Wilde Sapte
