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
Morgan Rees
Ombudsman
Appointed February 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Nader Kamel
Ombudsman
Appointed March 2019
Career history
- Ombudsman Leader, Financial Ombudsman Service
- Head of Casework Teams, Financial Ombudsman Service
- National Sales Quality Manager, HSBC Bank Plc
Nadya Chandra
Ombudsman
Appointed February 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Associate, Fidelity International
Naima Abdul-Rasool
Ombudsman
Appointed January 2018
Career history
- Solicitor/Team Leader, Plexus Law
- Solicitor, Private Practice
Neeta Karelia
Ombudsman
Appointed August 2019
Career history
- Ombudsman, Legal Ombudsman
- Change Manager, Huntswood
- Adjudicator, Financial Ombudsman Service
Neil Bridge
Ombudsman
Appointed July 2016
Career history
- Adjudicator, Financial Ombudsman Service
- Paralegal, CLAIMS
Neil Marshall
Ombudsman
Appointed September 2017
Career history
- Management Consultant (Regulation), Self Employed
- Director of Regulation, General Dental Council
- Assistant Director of Investigation, General Medical Council
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
