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
Warren Wilson
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Mortgage Underwriter, Victoria Mortgages and Platform Home Loans
Wendy Steele
Ombudsman
Appointed February 2017
Career history
- Operational Manager, Gateway Debt Advice & Money Education
- Specialist Caseworker, Pension Wise
- Regional Manager (Customer Experience), Lloyds Banking Group
Will Culley
Ombudsman
Appointed January 2017
Career history
- Adjudicator, Financial Ombudsman Service
- Complaints Handler, Royal Bank of Scotland
- Customer Advisor, Royal Bank of Scotland
Will Weston
Ombudsman
Appointed July 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Casework Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
William Catchpole
Ombudsman
Appointed July 2022
Career history
- Insight Lead, The Pensions Regulator
- Customer Experience and Insight Manager, Legal & General
Yolande McLeod
Ombudsman
Appointed January 2018
Career history
- Group Leader, Investigations Team, The Insolvency Service
- Senior Investigator, The Insolvency Service
- Insolvent Examiner, The Insolvency Service
- Shop Manager, William Hill Bookmakers
Yoni Smith
Ombudsman
Appointed July 2019
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Associate, Fidelity International Investments
Zoe Launder
Ombudsman
Appointed October 2020
Career history
- Customer Relations Manager, AmTrust Europe Limited
- Complaint Handler, AmTrust Europe Limited
- Team Coach, Lloyds Banking Group
