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
Neil Perry
Ombudsman
Appointed August 2019
Career history
- Head of Casework Operations, Financial Ombudsman Service
- Regional Manager, Santander UK plc
- Regional Manager, Inscape Investments Ltd
Niall Taylor
Ombudsman
Appointed March 2012
Career history
- Casework Adviser, Financial Ombudsman Service
- Branch Manager, Alliance & Leicester plc (now Santander)
Nicola Bastin
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Customer Experience Team Manager, Royal Bank of Scotland
- Complaints Handler, Royal Bank of Scotland
Nicola Beakhust
Ombudsman
Appointed November 2016
Career history
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Nicola Bowes
Ombudsman
Appointed November 2014
Career history
- Fee Paid Judge, First Tier Tribunal - Social Entitlement Chamber
- Fee Paid Judge, First Tier Tribunal - Immigration & Asylum Chamber
- Investigator, Parliamentary and Health Service Ombudsman
Nicola Curnow
Ombudsman
Appointed July 2016
Career history
- Analyst, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Researcher, Human Rights Centre
Nicola Sisk
Ombudsman
Appointed April 2017
Career history
- Regional Manager, Solicitors’ Regulation Authority
- Solicitor and Partner
Nicola Wood
Ombudsman
Appointed January 2014
Career history
- Member of the Professional Standards Board of the Chartered Insurance Institute
- Chair of the Impartiality Committee of the Chartered Insurance Institute
- Solicitor, Private Practice
Nicolas Atkinson
Ombudsman
Appointed February 2012
Career history
- Solicitor, Clifford Chance
- Trustee for the Disability Coalition for Tower Hamlets
- Trustee for the Muscular Dystrophy Campaign
Nigel Bracken
Ombudsman
Appointed February 2020
Career history
- Chartered Financial Planner, Bolton James Limited
- Chartered Financial Planner, Watson Laurie Financial Services Limited
- Chartered Financial Planner and Stockbroker, Edward Jones Limited
Nigel Bremner
Ombudsman
Appointed January 2015
Career history
- Chair, Investigating Committee, Nursing and Midwifery Council
- Lay Member, Professional Conduct Committee, Bar Standards Board
- Chair, Disciplinary Committee, Association of Chartered Certified Accountants
Nigel Pope
Ombudsman
Appointed January 2008
Career history
- Adjudicator, Financial Ombudsman Service
- Compliance Functions within the Stockbroking Sector
