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
Angela Casey
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Assistant Court Manager, Her Majesty's Courts and Tribunals Service
- Section Head, Her Majesty's Courts and Tribunals Service
Anja Gill
Ombudsman
Appointed March 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- New Business Onboarding Manager, Secure Trust Bank
Ankita Patel
Ombudsman
Appointed October 2018
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Anna Jackson
Ombudsman
Appointed December 2017
Career history
- Investigator, Parliamentary and Health Service Ombudsman
- Assessor, Parliamentary and Health Service Ombudsman
- Senior Review Leader, Local Government Boundary Commission for England
Anna Wilshaw
Ombudsman
Appointed January 2014
Career history
- Barrister, 4 Breams Buildings
- Legal Representative, Beswicks Solicitors
Annabel O'Sullivan
Ombudsman
Appointed June 2014
Career history
- Consultant, Allan Janes LLP
- Partner, Allan Janes LLP
- Partner, Turbervilles
Anne Muscroft
Ombudsman
Appointed January 2017
Career history
- Team Manager, Financial Ombudsman Service
- Support Services Manager, Croydon Council
Anne Scarr
Ombudsman
Appointed October 2017
Career history
- Financial Crime Operations Manager, Secure Trust Bank
- Financial Crime Investigator/Team Leader, Barclays Bank
- Senior Policy Lead, Judicial Appointments Commission
Anthony Mullins
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Duty Manager, Surrey Sports Park
- Senior Recreational Assistant, Surrey Sports park
- Recreational Assistant, Surrey Sports Park
Anujit Chatterjee
Ombudsman
Appointed June 2021
Career history
- Commercial Solicitor, Harper James
- Solicitor and Contract Negotiator, Lloyds Banking Group
Arazu Eid
Ombudsman
Appointed July 2019
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Director, Property Inventory Company
Artemis Pantelides
Ombudsman
Appointed January 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
