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
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Senior Manager, Collections Operations, Black Horse Finance
-
Head of Customer Service, Lloyds TSB Autolease
Our Ombudsmen in alphabetical order
Staci Rowland
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Integrated Governance Manager, Private Healthcare
Stefan Riedel
Ombudsman
Appointed October 2013
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Branch Manager, Royal Bank of Scotland
Stephanie Mitchell
Ombudsman
Appointed May 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Adviser, BPP Legal Advice Clinic
Stephen Billings
Ombudsman
- Senior investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Stephen Dickie
Ombudsman
Appointed May 2016
Career history
- Head of Casework Teams, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- District Manager, Yorkshire Building Society
Stephen Farmer
Ombudsman
Appointed September 2023
Career history
- Investigator, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Complaints Handler, Financial Services
- Team Manager, Halifax Bank of Scotland
- Financial Adviser, Canada Life
- Senior Relationship Manager, National Westminster Bank
Stephen Trapp
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Advisor, Department of Work and Pensions
Stephen Westlake
Ombudsman
Appointed January 2019
Career history
- Financial Crime Investigations Manager, Metropolitan Police Service
- Internal Investigations, Metropolitan Police Service
- Fraud Investigator, Metropolitan Police Service
Stephen Wise
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Head of Customer Management, Royal Bank of Scotland plc
- Head of New Accounts, Royal Bank of Scotland plc
Steve Evans
Ombudsman
- Head of Casework Coordination (mass claims), Financial Ombudsman Service
- Head of Operational Contact, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
Steve Townsley
Ombudsman
Appointed October 2018
Career history
- Ombudsman Leader, Financial Ombudsman Service
- Director of Business Excellence and Operations, The Shaw Trust
- Director of Quality and Audit, Action for Employment
Sue Peters
Ombudsman
Appointed April 2012
Career history
- Managing Director Investments, Social Investment Business
- Director - Culture Finance NW
- Business Strategist - North West Development Agency
