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.
Interim Chief Ombudsman
James Dipple-Johnstone
Interim 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
Rachel Lam
Managing Ombudsman Director (interim)
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
Richard West
Ombudsman Director
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
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
James Mycroft
Ombudsman Director
Appointed January 2025
Career history
- Head of Strategy, Shawbrook Bank
- Chief Operations Officer, Sonovate
- Head of Customer Service, Principality Building Society
- Chief Operating Officer, Nemo Personal Finance
- Non-Executive Director, Welsh Ambulance Service NHS Trust
- Director of Customer Service, BT Group
Andy Wright
Ombudsman Director (interim)
Appointed April 2020
Career history
- Director of Mergers, Competition & Markets Authority
- Director, Mergers, Markets and Regulatory Appeals, Competition Commission
- Corporate Finance Manager, Deloitte
- Assurance and Advisory Manager, Andersen
Our Ombudsmen in alphabetical order
Sarita Taylor
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Complaint Handler, National Westminster Bank Plc
Sarrah Turay
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Paralegal, Harvey Ingram LLP
Scott Slade
Ombudsman
Appointed May 2016
Career history
- Team Manager, Financial Ombudsman Service
- Legal and Litigation Manager, Lloyds TSB
- Accounts Manager, Lloyds TSB
Scott Walker
Ombudsman
Appointment September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Sean Hamilton
Ombudsman
Appointed December 2010
Career history
- Public Prosecutor, Public Prosecution Service (Northern Ireland)
- Solicitor, Central Service Agency
- Police Constable, Metropolitan Police
Sean Pyke-Milne
Ombudsman
Appointed August 2020
Career history
- Team Manager, Financial Ombudsman Service
- Customer Outcome Leader, Barclays Bank Plc
- Specialist Complaints Handler, Barclays Bank Plc
Shamaila Hussain
Ombudsman
Appointed July 2017
Career history
- Ombudsman, Legal Ombudsman
- Lead Investigator and Mentor, Legal Ombudsman
- Adjudicator, Pensions Ombudsman
Sharon Kerrison
Ombudsman
Appointed November 2013
Career history
- Principal Investigator, Australian Sports Anti-Doping Authority
- Principal Investigator, Office of Police Integrity in Australia
- Inspector, Victorian Commission for Gambling Regulation
Sheryl Sibley
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Consumer Consultant, Financial Ombudsman Service
Sian Brightey
Ombudsman
Appointed March 2016
Career history
- Head of Casework Teams, Financial Ombudsman Service
- Customer Administration Manager, HCA International
- Medical Risk and Policy Manager, Bupa International
Sienna Mahboobani
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Paralegal, Civil Aviation Authority
Simon Begley
Ombudsman
Appointed November 2020
Career history
- Independent regulatory consultant, various financial institutions
- Ombudsman, Financial Ombudsman Service
- Senior Policy Associate, Financial Services Authority
