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
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
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
Leon Livermore
Ombudsman
Appointed July 2024
Career history
- Operations Manager, 24hr Response City of Westminster
- Head of Supporting Businesses and Communities, Cambridgeshire County Council
- Chief Executive, Chartered Trading Standards Institute
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 Davies
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
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
