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
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
Ben Stoker
Ombudsman
Appointed January 2017
Career history
- Technical Specialist, Financial Ombudsman Service
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Ben Waites
Ombudsman
Appointed December 2019
Career history
- Senior investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Litigation paralegal, Buckinghamshire County Council
Ben Williams
Ombudsman
Appointed August 2019
Career history
- Lead Investigator, Independent Office for Police Conduct
- Investigator, Independent Police Complaints Commission
- Senior Special Investigator, CEGA Group Services
Benjamin John
Ombudsman
Appointed October 2020
Career history
- Consumer Relationship Manager, Rightmove Group Ltd
- Complaints Handler Manager, National House Building Council
- Team Manager, Financial Ombudsman Service
Brad Mcilquham
Ombudsman
Appointed January 2017
Career history
- Team Manager, Financial Ombudsman Service
- Branch Manager, Santander
- Branch Manager, Lloyds TSB
Bridget Makins
Ombudsman
Appointed February 2015
Career history
- Panel member, Judicial Appointments Commission
- Independent Appeal Panel Member, Buckinghamshire County Council (Schools)
- HR Partner, BBC
Callum Milne
Ombudsman
Appointed December 2019
Career history
- Technical Desk Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Executive Officer and Content Expert, American Express Insurance Services Europe Limited
