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
Sam Thomas
Ombudsman
Appointed February 2016
Career history
- Adjudicator, Financial Ombudsman Service
- Paralegal, Essex County Council
- Legal Assistant, HMRC
Sam Wade
Ombudsman
Appointed July 2024
Career history
- Complaints Manager, Financial Conduct Authority
- Ombudsman Manager, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
Sam Wedderburn
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Customer Service Manager, HSBC
Sandra Greene
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Branch Manager, NatWest Bank
Sandra Quinn
Ombudsman
Appointed October 2013
Career history
- Director of Communications, Payments Council
- Head of European policy, APACS
- Chief Executive's Department, Wiltshire County Council
Sandra Quinn
Ombudsman
Appointed June 2022
Career history
- Director of Communications, Payments Council
- Head of European Policy, APACS
Sarah Baalham
Ombudsman
Appointed November 2020
Career history
- Lay Member (Fitness to Practice Panel), General Dental Council
- Disability Qualified Tribunal Member, Her Majesty's Courts and Tribunals Service
- Lay Member (Disciplinary Tribunal Pool), The Bar Tribunals and Adjudication Service
Sarah Brimacombe
Ombudsman
Appointed January 2020
Career history
- Lead adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Sarah Conway
Ombudsman
Appointed November 2016
Career history
- Head of Casework, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Investigations Manager, General Social Care Council
Sarah Green
Ombudsman
Appointed June 2016
Career history
- Team Manager, Financial Ombudsman Service
- Manager, Cadbury Garden Centre
Sarah Holmes
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Medical Claims Manager, AIG
Sarah Milne
Ombudsman
Appointed September 2017
Career history
- Customer Care and Improvement Manager, London Borough of Sutton
- Head of Customer Relations, Barclays bank
- Head of Executive Support Team, Barclays bank
