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
Asa Burnett
Ombudsman
Appointed September 2023
Career history
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Contractor, Citibank
Ash Weedon
Ombudsman
Appointed June 2021
Career history
- Senior Adviser, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Asher Gordon
Ombudsman
Appointed January 2021
Career history
- Senior Legal Officer, Office of the Building Societies Ombudsman
- In-house Barrister, Jacobson Ridley Solicitors
Asma Begum
Ombudsman
Appointed January 2017
Career history
- Policy and Communications Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Personal Assistant to CEO, Vibrance
Ayshea Khan
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Company Commercial Solicitor, Palmers Solicitors
- Criminal Psychologist, Prison Service
Barry White
Ombudsman
Appointed February 2020
Career history
- Regional Director Commercial Banking, National Westminster Bank plc
- Regional Director Business & Commercial Banking, Royal Bank of Scotland plc
Becky Faiers
Omudsman
Appointed September 2023
Career history
- Senior Investigator (Pensions), Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator (PPI), Financial Ombudsman Service
- Office Junior, Garside & Hoy Solicitors
Belinda Knight
Ombudsman
Appointed January 2014
Career history
- Independent Member, Police Misconduct Hearings
- Independent Member, HS2 Discretionary Schemes
- Lay Member, Employment Tribunals
- Conducts Independent Investigations
- Previous senior roles in banking and civil service
Ben Brewer
Ombudsman
Appointed May 2016
Career history
- Head of Casework Teams, Financial Ombudsman Service
- Operational Contact Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Ben Castell
Ombudsman
Appointed January 2017
Career history
- Head of Casework Teams, Financial Ombudsman Service
- Local Director, Lloyds Banking Group
- Regional Operations Manager, Lloyds Banking Group
Ben Jennings
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Paralegal, BPL Solicitors
- English Language Teacher, GABA and NOVA Corporations
Ben Murray
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Sales Consultant, STA Travel
