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
Philip McMahon
Ombudsman
Appointed February 2017
Career history
- Panel Chair, Judicial Appointments Commission
- Accredited Civil and Commercial Mediator
- Director, EllisonSage Search & Selection
Philip Miller
Ombudsman
Appointed June 2020
Career history
- Ombudsman Leader, Financial Ombudsman Service
- Manager, Barclays Life Assurance Company Ltd
- Technical Officer, United Friendly Insurance Ltd
Philip Roberts
Ombudsman
Appointed April 2000
Career history
- Ombudsman/Senior Legal Officer, Personal Investment Authority Ombudsman Bureau
- Senior Legal Officer, Office of the Building Societies Ombudsman
- Solicitor, Private Practice
Phillip Berechree
Ombudsman
Appointed January 2014
Career history
- Independent Management Consultant and Workplace Mediator, Various Public Sector Organisations
- Programme Manager and Caldicott Guardian, City of Westminster
- Head of Joint Commissioning for Workforce and Provider Development, Adult and Children's Services in Westminster
Phillip Lai-Fang
Ombudsman
Appointed July 2016
Career history
- Adjudicator, Financial Ombudsman Service
- Analyst, Financial Ombudsman Service
- Claims Handler, Towergate Insurance
Rachael Williams
Ombudsman
Appointed January 2017
Career history
- Senior Legal Counsel, Financial Ombudsman Service
- Associate Partner, Eversheds
- Solicitor, Field Fisher
Rachel Ellis
Ombudsman
Appointed January 2014
Career history
- Barrister, Nursing and Midwifery Council
- Barrister, 187 Fleet Street
- Paralegal, Edward Fail Bradshaw & Waterson Solicitors
Rachel Jordan
Ombudsman
Appointed July 2016
Career history
- Adjudicator, Financial Ombudsman Service
- International Advocacy Researcher, Open Society Foundation
- Public Relations Officer, United Nations High Commissioner for Refugees (UNHCR)
Rachel Killian
Ombudsman
Appointed July 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Rachel Loughlin
Ombudsman
Appointed July 2019
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Rachel Pillinger
Ombudsman
Appointed February 2020
Career history
- Head of Corporate Complaints, Solicitors Regulation Authority
- Senior Quality Adviser, Solicitors Regulation Authority
- Quality and Services Standards Consultant, Legal Complaints Service
Rachel Woods
Ombudsman
Appointed July 2016
Career history
- Adjudicator, Financial Ombudsman Service
- Volunteer General Adviser, Citizens Advice Bureau
