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
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 Poyntz
Ombudsman
Appointed September 2023
Career history
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
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
Clare King
Ombudsman
Appointed February 2020
Career history
- Assistant Director, Deloitte Forensic Services
- Audit Executive, Grant Thornton
- Audit Trainee, Grant Thornton
Clint Penfold
Ombudsman
Appointed March 2017
Career history
- Compliance Consultant, Wealth Management Sector
- Adjudicator, Financial Ombudsman Service
- Financial Adviser, Axa
Colette Bewley
Ombudsman
Appointed February 2015
Career history
- Director of Development and Innovation, Burges Salmon LLP
- Non-executive Director, The Pensions Advisory Service
- Partner, Burges Salmon LLP
Colin Brown
Ombudsman
Appointed May 2012
Career history
- Director of Markets and Projects, Office of Fair Trading
- Chairman, Financial Services Consumer Panel
- Deputy Director of Research, Consumers' Association
Colin Keegan
Ombudsman
Appointed June 2011
Career history
- Deputy Senior Investigator, Independent Police Complaints Commission
- Investigator, Local Government Ombudsman
- Case Investigator, Derbyshire Constabulary
