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
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
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
