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
Mark Sceeny
Ombudsman
Appointed July 2002
Career history
- Casework Manager, Financial Ombudsman Service
- Adjudicator, Insurance Ombudsman Bureau
- Barrister, Private Practice
Martin Lord
Ombudsman
Appointed November 2020
Career history
- Team Leader (Business Remediation), RBS
- Head of Strategy Implementation, HSBC
- Head of Government Relations, HSBC
Martina Ryan
Ombudsman
Appointed September 2017
Career history
- Investigator, Prison and Probation Ombudsman
- Acting Senior Probation Officer, National Probation Service
- Probation Officer, National Probation Service
Martyn Tomkins
Ombudsman
Appointed May 2017
Career history
- Head of Casework Operations, Financial Ombudsman Service
- Head of Casework, Financial Ombudsman Service
- Head of Direct Sales Operations, Police Mutual Assurance Society
- Retail Operations Manager, Britannia Building Society
Matt Horner
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Manager, Woolworths Plc
Matthew Belcher
Ombudsman
Appointed July 2019
Career history
- Adjudicator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Manager (Operational Contact), Financial Ombudsman Service
Matthew Warrington
Ombudsman
Appointed July 2024
Career history
- Investigation Team Manager, Nursing and Midwifery Council
- Operations Manager, Parliamentary and Health Service Ombudsman
- Senior Caseworker, Parliamentary and Health Service Ombudsman
Matthew Young
Ombudsman
Appointed November 2013
Career history
- Deputy Director/Head of Assessment and Accountability Division, Department for Education
- Joint Head of Academies Delivery Unit, Department for Children, Schools and Families
- Team Leader Positions, Department for Education and Skills and the Department for Constitutional Affairs
Maxine Sutton
Ombudsman
Appointed March 2017
Career history
- Consumer and Shopper Insight Consultant
- Consumer Insight Director, Unilever
Meg Raymond
Ombudsman
Appointed March 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Senior Manager (external), Financial Ombudsman Service
- Operational Contact Manager, Financial Ombudsman Service
Meghan Gilligan
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Banking Customer Service Advisor, Santander
Melanie Roberts
Ombudsman
Appointed November 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
