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
Jennifer Lomax
Ombudsman
Appointed September 2017
Career history
- Breach Team Leader, International Financial Data Services
- Contact Centre Trainer, Financial Conduct Authority
- Business Support Team Leader, Barclays Bank Plc
Jennifer Wood
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Lawyer, O'Donnell, Schwartz & Anderson, PC
- Adjunct Professor, American Public University
Jenny Giles
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Provider Support Services Manager, International SOS
- Claims Manager, BUPA Travel Services
Jeshen Narayanan
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Jo Chilvers
Ombudsman
Appointed October 2013
Career history
- Justice Consultant, UK and European Government Departments, Probation Services and the European Commission
- Specialist Panel Member of the Criminal Injuries Compensation Awards Tribunal
- Performance Improvement Manager, National Offender Management Service
Jo Storey
Ombudsman
Appointed September 2013
Career history
- Legal Services Consultant and Litigator, Peninsula Business Services
- Employment Law Caseworker, Equality and Human Rights Commission
- Employment Law Caseworker, Stanley De Leon Solicitors
Joanna Brown
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Pro-bono Advisor, The Tribunal Representation Service
Joanne McHenry
Ombudsman
Appointed July 2024
Career history
- Advice Policy Consultant, Wesleyan Financial Services
- Distribution Policy and Standards Manager, Co-operative Bank
- Independent Financial Advice Sales Manager, Co-operative Bank
Joanne Molloy
Ombudsman
Appointed August 2022
Career history
- Compliance Consultant and Pension Transfer Specialist, Grant Thornton
- Compliance Manager, Origen Financial Services
- Head of Advice Quality, Openwork
Joanne Occleshaw
Ombudsman
Appointed November 2020
Career history
- Contracting Actuary and Pensions Consultant, Canada Life
- Reward and Pensions Manager, Canada Life
- Actuary and Pensions Consultant, Aon Hewitt
Joanne Ward
Ombudsman
Appointed October 2020
Career history
- Fitness to Practise Casework Manager – General Dental Council
- Investigations Team Leader – Solicitors Regulation Authority
- Intelligence Officer – Solicitors Regulation Authority
Jocelyn Griffith
Ombudsman
Appointed January 2015
Career history
- Fee Paid Judge, First Tier Tribunal - Social Entitlement Chamber
- Legal Team Manager, Central London LJA HMCTS
- Deputy Secretary, London Advisory Committees MOJ
