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
Juliet Collins
Ombudsman
Appointed July 2013
Career history
- Advisory Lawyer, Treasury Solicitor's Department
- Advisory Lawyer, Department for Environment, Food and Rural Affairs
- Professional Support Lawyer, Denton Wilde Sapte
Karen Dennis-Barry
Ombudsman
Appointed March 2014
Career history
- Children's Complaints & Access to Records Service Manager, Lewisham Council
- Caseworker, Legal Aid Board
- Legal Assistant, HM Customs & Excise Drugs Prosecution & Enforcement Service
Karen Hanlon
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Legal Researcher, Al Marsad, Arab Human Rights Centre
- Customer Service, Vodafone
Karin Hutchinson
Ombudsman
Appointed June 2021
Career history
- Senior Adviser, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Team Administrator, Financial Ombudsman Service
Katherine Jones
Ombudsman
Appointed September 2017
Career history
- Operations Team Leader, Independent Police Complaints Commission
- Senior Project Manager, Independent Police Complaints Commission
- Lead Investigator, Independent Police Complaints Commission
Kathryn Billings
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Kathryn Milne
Ombudsman
Appointed January 2017
Career history
- Adjudicator, Financial Ombudsman Service
- Assistant Casework Manager, Financial Ombudsman Service
- Financial Planning Manager, Woolwich plc
Katie Doran
Ombudsman
Appointed May 2012
Career history
- Head of Clinical Governance, Moorfields Eye Hospital
- Governance and Performance Manager, Berkshire East Primary Care Trust
- Governance Project Manager, Wandsworth Primary Care Trust
Katie Haywood
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Katrina Hyde
Ombudsman
Appointed September 2014
Career history
- Legal Adviser, Department of Energy and Climate Change
- Lawyer, Court of Appeal Criminal Division
- Barrister, Completed Pupillage at 3 Paper Buildings
Katy Grundy
Ombudsman
Appointed July 2024
Career history
- Senior Manager, Payment Systems, Bank of England
- Senior Manager, Authorisations, Prudential Regulation Authority
- Firm Supervisor, Prudential Regulation Authority
Katy Kidd
Ombudsman
Appointed October 2018
Career history
- Principal, Steeles Law
- Associate Solicitor, Steeles Law
- Assistant Solicitor, Eversheds
