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
Paul Blower
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Paul Clarke
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Paul Cooper
Ombudsman
Appointed November 2020
Career history
- Senior Complaints Investigator, James Hay Partnership
- Senior Complaints Investigator, Santander UK
- Complaints Quality Assurance, Santander UK
Paul Cronin
Ombudsman
Appointed October 2020
Career history
- Financial Advisor, Lloyds TSB
- Complaints Resolution Manager, NatWest
- Complaints Team Manager, NatWest
Paul Daniel
Ombudsman
Appointed January 2009
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Paul Douglas
Ombudsman
Appointed September 2022
Career history
- Head of Guidance Services, Money & Pensions Service
- Complaints & Investigations Lead, NHS Resolution
- Director, Financial Ombudsman Service
Paul Featherstone
Ombudsman
Appointed February 2012
Career history
- Senior Associate, Financial Services Authority
- Adjudicator, Financial Ombudsman Service
Paul Hamber
Ombudsman
Appointed September 2023
Career history
- Investigator, Financial Ombudsman service
- Associate Caseworker, Parliamentary & Health Service Ombudsman
- Detective Inspector, Covert Policing, Metropolitan Police
- Detective Inspector, Intelligence Manager, Harrow Police Station
- Detective Sergeant, Camden Community Safety Unit (MPS)
- Detective Sergeant, CID, Hampstead Police Station
Paul King
Ombudsman
Appointed November 2020
Career history
- Associate Partner, Ernst & Young
- Executive Director, E&Y
- District Auditor, Audit Commission
Paul Lawton
Ombudsman
Appointed June 2020
Career history
- Ombudsman, Legal Ombudsman
- Senior investigator, Legal Ombudsman
- Team leader, Legal Ombudsman
Paul Lawton
Ombudsman
Appointed June 2022
Career history
- Ombudsman, Legal Services Ombudsman
- Team Leader, Legal Services Ombudsman
Paul Mellor
Ombudsman
Appointed February 2020
Career history
- Ombudsman, the Legal Ombudsman
- Senior Investigator, the Legal Ombudsman
- Analyst, West Mercia Police
