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
Lea Hurlin
Ombudsman
Appointed September 2023
Career history
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- General Manager, WakeUp Docklands
Leah Nagle
Ombudsman
Appointed July 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Solicitor, Private Practice
Leanne McEvoy
Ombudsman
Appointed October 2018
Career history
- Adjudicator, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
Lesley Stead
Ombudsman
Appointed May 2010
Career history
- Senior Investigator, Pensions Ombudsman
- Principal Legal Officer, Office of the Building Societies Ombudsman
- Assistant Area Director, Legal Aid
Liam Hickey
Ombudsman
Appointed October 2019
Career history
- Adjudicator, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Operational Contact Manager, Financial Ombudsman Service
Liam King
Ombudsman
Appointed February 2017
Career history
- Service Improvement Partner, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Lindsey Woloski
Ombudsman
Appointed January 2009
Career history
- Legal Counsel, Financial Ombudsman Service
- Assistant Casework Manager, Financial Ombudsman Service
- Barrister, Private Practice
Lisa Barham
Ombudsman
Appointed February 2020
Career history
- Primary School Teacher, Essex County Council
- Ombudsman, Financial Ombudsman Service
- Lead Adjudicator, Financial Ombudsman Service
Lisa de Noronha
Ombudsman
Appointed May 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Events Administrator, Specialist Schools and Academies Trust
Lisa Lowe
Ombudsman
Appointed April 2018
Career history
- Team manager, Financial Ombudsman Service
- Customer services manager, Upad
- Operations Manager, James and Beckett Solicitors
Liz Easton
Ombudsman
Appointed July 2023
- Head of Operational Contact, Financial Ombudsman Service
- Operational Contact Manager, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
Lorna Goulding
Ombudsman
Appointed September 2014
Career history
- Team Manager, Financial Ombudsman Service
- Complaint Handler, Financial Services Authority
- Quality & Marketing Manager, Deedscan Limited
