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
Simon Coe
Ombudsman
Appointed November 2016
Career history
- Head of Casework, Financial Ombudsman Service
- Operations Manager, Financial Ombudsman Service
- Senior Case Officer, PIA Ombudsman Bureau
Simon Dibble
Ombudsman
Appointed June 2011
Career history
- Casework Adviser, Financial Ombudsman Service
- Financial Adviser, Bank of Scotland Investment Service
- Solicitor, Private Practice
Simon Fox
Ombudsman
Appointed August 2022
Career history
- Risk Consultant, Quintet Private Bank
- Compliance Monitoring Consultant, Standard Life
- Assurance Business Partner, Yorkshire Building Society
Simon Hollingshead
Ombudsman
Appointed January 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Single Point of Contact, Friends Life
Simon Leach
Ombudsman
Appointed September 2006
Career history
- Adjudicator, Financial Ombudsman Service
- Assistant Pensions Manager, Blick Rothenberg
- Broker-consultant, Scottish Equitable
Simon Louth
Ombudsman
Appointed July 2019
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Consumer Consultant, Financial Ombudsman Service
Simon Pugh
Ombudsman
Appointed October 2013
Career history
- Head of Legal Services, Shelter
- Solicitor, Wilson Solicitors LLP
- Practice Manager, Wilson Solicitors LLP
Simon Rawle
Ombudsman
Appointed July 2010
Career history
- Qualified Solicitor and Town Planner
- Senior Housing & Planning Inspector, Planning Inspectorate
- Chief Town Planner, Pacific Bechtel Corporation
Simon Wingfield
Ombudsman
Appointed September 2017
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Operational Risk Co-ordinator, Barclays
Simon Yates
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Simona Charles
Ombudsman
Appointed July 2019
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Criminal Paralegal, Ledgisters Solicitors
Siobhan Kelly
Ombudsman
Appointed April 2015
Career history
- Solicitor, Serious Fraud Office
- Solicitor Advocate, Private Practice
- Solicitor, Crown Prosecution Service
