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
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
Mark Lancod
Ombudsman
Appointed July 2013
Career history
- Trading Standards Fair Trading Officer, London Borough of Havering
- Visiting Lecturer, The College of Law Moorgate
- Trainee Solicitor, Lawrence Graham Solicitors
Mark Louth
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Consumer Consultant, Financial Ombudsman Service
- PPI Consultant, Financial Ombudsman Service
Mark O’Connor
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Premier Relationship Manager, HSBC
- Mortgage Manager, HSBC
Mark Richardson
Ombudsman
Appointed October 2014
Career history
- Head of Enforcement Services, Thanet District Council
- Manager, Canterbury City Council
