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
Joe Scott
Ombudsman
Appointed September 2015
Career history
- Investigation Manager, Parliamentary and Health Service Ombudsman
- Assessment Manager, Parliamentary and Health Service Ombudsman
- Investigator, Parliamentary and Health Service Ombudsman
Joe Thornley
Ombudsman
Appointed July 2019
Career history
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Customer Support Manager, Renault Nissan Consulting
John Bower
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Mortgage and Protection Manager, HSBC
- Constable, South Yorkshire Police
John Miles
Ombudsman
Appointed September 2014
Career history
- Compliance Officer, Assurant Solutions
- Senior Business Standards Consultant, Allianz Insurance plc.
- Secured Loan Underwriter, Loans Warehouse
John Norton
Ombudsman
Appointed November 2013
Career history
- Ombudsman, Legal Ombudsman
- Legal Services Ombudsman
- Casework and Customer Service Project Manager, Independent Police Complaints Commission
- Regional Head of Casework and Customer Service, Independent Police Complaints Commission
John Pattinson
Ombudsman
Appointed November 2012
Career history
- Quality Assurance Manager, Barclays Wealth and Investment Management
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
John Quinlan
Ombudsman
Appointed August 2012
Career history
- HR Training Manager, Financial Ombudsman Service
- Relationship Manager, Financial Ombudsman Service
- Systems Manager, J W Sleath
John Rogowski
Ombudsman
Appointed August 2022
Career history
- Pension Investigator, Financial Ombudsman Service
- Consultant, John Rogowski Ltd
- Financial Adviser, Santander
John Swain
Ombudsman
Appointed 2 January 2024
Career history
- Ombudsman, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Team Leader, National Provident Institution
John Wightman
Ombudsman
Appointed January 2013
Career history
- Head of Fundraising, Vitalise
- Head of Development, Crimestoppers
- Head of Marketing, Ramblers
John Withington
Ombudsman
Appointed July 2024
Career history
- Ombudsman, The Waterways Ombudsman
- Chief Executive Officer, Independent Funeral Standards Organisation
- Senior Ombudsman, Financial Ombudsman Service
Jon Pearce
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Consumer Consultant, Financial Ombudsman Service
