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
Christian Wood
Ombudsman
Appointed January 2014
Career history
- Head of Strategy, Aviva UK
- Strategy Development Consultant, Nationwide Building Society
- Analyst, HSBC Actuaries and Consultants
Christopher Convery
Ombudsman
Appointed March 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Christopher Gilbert
Ombudsman
Appointed April 2012
Career history
- Practising as a Chartered Arbitrator and Mediator
- Partner, Steeles Solicitors
- Partner, Kester Cunningham John Solicitors
Christopher Reeves
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Claire Allison
Ombudsman
Appointed March 2012
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Customer Service Adviser, TD Waterhouse UK
Claire Greene
Ombudsman
Appointed September 2020
Career history
- Senior investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Claire Hopkins
Ombudsman
Appointed January 2008
Career history
- Adjudicator, Financial Ombudsman Service
- Complaints handling within the mortgage broking sector
Claire Jackson
Ombudsman
Appointed July 2013
Career history
- General Adviser, Trafford Citizen's Advice Centre
- Solicitor, Myerson Solicitors
- Partner, DAC Beachcroft
Claire Jones
Ombudsman
Appointed November 2020
Career history
- Tribunal Judge, various Welsh Tribunals
- Legal Member, Solicitors Disciplinary Tribunal
- Head of Service and Monitoring Officer, Welsh Local Authorities
Claire Marsh
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Customer Advisor, HBOS Plc
- Volunteer Generalist Adviser, Citizens Advice Bureau
Claire Pugh
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Branch Manager, NatWest Bank
- Assistant Manager, NatWest Bank
Claire Woollerson
Ombudsman
Appointed October 2010
Career history
- General Counsel, Financial Ombudsman Service
- Caseworker, Personal Investment Authority Ombudsman Bureau
- Solicitor, Private Practice
