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
Susan Webb
Ombudsman
Appointed July 2013
Career history
- Adjudicator, Solicitors Regulation Authority
- Manager, Client Relations Office, The Law Society
- Manager, Solicitors Practice Unit, Office for the Supervision of Solicitors
- Solicitor, Private practice
Suzannah Stuart
Ombudsman
Appointed February 2010
Career history
- Manager of Retail Policy and Retail Themes, the Financial Services Authority
- Marketing Manager, Abbey National
Tania Henry
Ombudsman
Appointed March 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Tara Richardson
Ombudsman
Appointed October 2019
Career history
- Customer Care Manager, Allied Irish Bank (GB)
- Customer Experience Manager, Savings Direct, Allied Irish Bank (GB)
- Customer Care - Senior Banking Official, Allied Irish Bank (GB)
Tero Hiltunen
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Terry Woodham
Ombudsman
Appointed January 2017
Career history
- Adjudicator, Financial Ombudsman Service
- Administrator, Crispin Spears and Partners
- Customer Service Officer, Coutts and Co
Thom Bennett
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Thomas Brissenden
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Personal Banker, Santander
Thomas Cardia
Ombudsman
Appointed September 2023
Career history
- Senior Adviser, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Senior Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Adviser, Santander
Thomas White
Ombudsman
Appointed January 2017
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Timothy Bailey
Ombudsman
Appointed August 2014
Career history
- Interim Director of Scrutiny and Quality, Professional Standards Authority
- Head of Referrals, Standards Board for England
- Investigator, Independent Housing Ombudsman
Timothy Doe
Ombudsman
Appointed March 2024
Career history
- Senior investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
