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
Carolyn Bonnell
Ombudsman
Appointed November 2014
Career history
- Solicitor/Higher Courts Advocate/Team Leader, GT Stewart
- Solicitor, O'Keeffe Solicitors
Carolyn Harwood
Ombudsman
Appointed May 2013
Career history
- Barrister and Solicitor, Minter Ellison Rudd Watts, New Zealand
- Senior Solicitor, Denton Wilde Sapte LLP
- Legal Counsel, The Royal Bank of Scotland
Cassie Lauder
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Claims Manager, HSBC Insurance
Catarina Machado Pinto Simoes
Ombudsman
Appointed September 2023
Career history
- Investigator, Financial Ombudsman Service
- Quality Control (Packaged Bank Accounts), Barclays
- Packaged Bank Accounts Complaints Handler, Barclays
Catherine Langley
Ombudsman
Appointed July 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Associate Director of Rathbone Investment Management
Chandni Green
Ombudsman
Appointed January 2017
Career history
- Executive Adviser, Financial Ombudsman Service
- Outreach Officer, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Chantelle Hurn-Ryan
Ombudsman
Appointed February 2013
Career history
- Adjudicator, Financial Ombudsman Service
- Broker Service Specialist, Edward Jones
Charlie Newton
Ombudsman
Appointed July 2016
Career history
- Adjudicator, Financial Ombudsman Service
- Product Specialist, John Charcol
- Mortgage Advisor, Alexander Hall
Charlotte Mulvihill
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Charlotte Roberts
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Business Change Analyst, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Insolvency Manager, AML Analyst, Nationwide
Charlotte Wilson
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Paralegal Officer, Crown Prosecution Service
Chillel Bailey
Ombudsman
Appointed May 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Mental Health Caseworker, MIND
