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
Janet Millington
Ombudsman
Appointed May 2010
Career history
- Auditor, Financial Ombudsman Service
- Casework Adviser and Adjudicator, Financial Ombudsman Service
- Complaints handling in the credit card sector
Jarrod Hastings
Ombudsman
Appointed February 2010
Career history
- Corporate Counsel, BOC Group plc
- General Counsel, Garban-Intercapital plc
- Assistant Corporate Legal Adviser, Guardian Royal Exchange plc
Jay Hadfield
Ombudsman
Appointed February 2020
Career history
- Solicitor, Betesh Fox & Co
- Solicitor, Keith Park Solicitors
- Trainee solicitor, Kuits Solicitors
Jeff Burch
Ombudsman
Appointed January 2018
Career history
- Senior Probation Officer, Kent Surrey Sussex CRC
- Senior Probation Officer, Staffordshire West Midlands CRC
- Probation Officer, Staffordshire West Midlands CRC
Jeff Parrington
Ombudsman
Appointed June 2011
Career history
- Adjudicator, Financial Ombudsman Service
- Customer Relations Manager, Barclays Bank plc
- Customer Relations Manager, Woolwich plc
Jenette Lynch
Ombudsman
Appointed October 2018
Career history
- Senior Technical Underwriter, Zurich Insurance
- Technical Underwriter, Zurich Insurance
- Market Underwriter, Zurich Insurance
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
