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
Lucinda Puls
Ombudsman
Appointed September 2022
Career history
- Senior Policy Associate, Financial Conduct Authority
- Investigator, Parliamentary and Health Service Ombudsman
- Fitness to Practise Caseworker – The General Dental Council
Lucy Wilson
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Luke Gordon
Ombudsman
Appointed November 2016
Career history
- Adjudicator, Financial Ombudsman Service
- Proprietary Fixed Income Trader, MET Traders Ltd
- Broker, MET Traders Ltd
Marc Purnell
Ombudsman
Appointed July 2019
Career history
- Team Manager, Financial Ombudsman Service
- Investor Service Solutions Manager, IFDS
- Collections Manager, HSBC
Marco Manente
Ombudsman
Appointed October 2018
Career history
- Senior Quality Assurance Coach, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Compliance Associate, Bank of Tokyo Mitsubishi
Marcus Moore
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Maria Drury
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Area Sales Manager, Nationwide Building Society
- Branch Manager, Nationwide Building Society
Marie Camenzuli
Ombudsman
Appointed November 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Mark Dobson
Ombudsman
Appointed July 2019
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Helpline Consultant, Financial Ombudsman Service
Mark Evans
Ombudsman
Appointed July 2019
Career history
- Principal Investigator, Serious Fraud Office
- Litigation Manager, Insolvency Practitioner Firm
- Deputy Official Receiver, The Insolvency Service
Mark Hollands
Ombudsman
Appointed February 2013
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Mark Hutchings
Ombudsman
Appointed November 2014
Career history
- Barrister, Stour Chambers
- Solicitor's agent, LPC Law
