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
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 Kidd
Ombudsman
Appointed October 2018
Career history
- Principal, Steeles Law
- Associate Solicitor, Steeles Law
- Assistant Solicitor, Eversheds
Keith Barnes
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Keith Lawrence
Ombudsman
Appointed October 2018
Career history
- Quality Auditor, Ombudsman Service
- Pensions Adjudicator, Ombudsman Service
- Financial Planning Manager, AXA
Ken Roberts
Ombudsman
Appointed July 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Analyst, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Ken Rose
Ombudsman
Appointed May 2010
Career history
- Adjudicator, Financial Ombudsman Service
- Mortgage Underwriter, Bristol & West
- Underwriter, Auto Credit Trust
Ketan Nagla
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Manager, Lloyds Banking Group Plc
- Mortgage Collections Specialist, Lloyds Banking Group Plc
Kevin Parmenter
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Sales and Customer Service Manager, Vantage Insurance
- Revenue Generation Manager, Capita Insurance
Kevin Wright
Ombudsman
Appointed February 2013
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
