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
Kristina Mathews
Ombudsman
Appointed June 2011
Career history
- Adjudicator, Financial Ombudsman Service
- Independent Mortgage Consultant
- Senior Mortgage Adviser, Cheltenham & Gloucester
Kyley Hanson
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Lâle Hussein-Venn
Ombudsman
Appointed July 2013
Career history
- Associate Solicitor Advocate, Foskett Marr Gadsby & Head LLP
- Associate Solicitor Advocate, McClure Naismith LLP
- Senior Associate Solicitor Advocate, Jacobs Allen Hammond
- Associate Solicitor Advocate / Deputy Head of Insurance Litigation Team, Curwens LLP
Laura Colman
Ombudsman
Appointed February 2013
Career history
- Adjudicator, Financial Ombudsman Service
- Complaints Handler, financial services sector
Laura Davies
Ombudsman
Appointed March 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Laura Dean
Ombudsman
Appointed October 2020
Career history
- Officer, Irwin Mitchell LLP
- Ombudsman, Legal Ombudsman
- Investigator, Legal Ombudsman
Laura Forster
Ombudsman
Appointed October 2013
Career history
- Lawyer, HM Treasury
- Lawyer, Home Office
- Lawyer, Department for Culture, Media and Sport
- Associate Solicitor, Slaughter and May
Laura Garvin-Smith
Ombudsman
Appointed February 2017
Career history
- Professionals Regulation Lawyer, General Pharmaceutical Council
- Senior Investigating Committee Manager, General Dental Council
- Corporate Solicitor, General Dental Council
Laura Parker
Ombudsman
Appointed February 2013
Career history
- Technical Writer, Financial Ombudsman Service
- Trainee Solicitor, Pinsent Masons LLP
Lauren Long
Ombudsman
Appointed September 2014
Career history
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Lawrence Keath
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Quality Advisor, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Lea Hurlin
Ombudsman
Appointed September 2023
Career history
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- General Manager, WakeUp Docklands
