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
Clare Burgess-Cade
Ombudsman
Appointed April 2024
Career history
- Solicitor-Advocate, private practice
Clare King
Ombudsman
Appointed February 2020
Career history
- Assistant Director, Deloitte Forensic Services
- Audit Executive, Grant Thornton
- Audit Trainee, Grant Thornton
Clare Mortimer
Ombudsman
Appointed April 2014
Career history
- Ombudsman, Financial Ombudsman Service
- Casework Manager, Financial Ombudsman Service
- Deputy Complaints Manager, Office of the Banking Ombudsman
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
Constance Chinhengo
Ombudsman
Appointed April 2018
Career history
- Head of casework teams, Financial Ombudsman Service
- Team Manager PPI, Financial Ombudsman Service
- Branch Manager/Academy Manager, HSBC Bank plc
Corinne Brown
Ombudsman
Appointed October 2020
Career history
- Trading Standards Team Manager, Warwickshire County Council
- Contracts Specialist, Warwickshire County Council
- Senior Trading Standards Officer, Leicestershire County Council
Dan Prevett
Ombudsman
Appointed October 2018
Career history
- Team Manager, Financial Ombudsman Service
- Service Team Manager, Bupa Health and Wellbeing
- Member Service Advisor, Bupa Health and Wellbeing
Daniel Little
Ombudsman
Appointed February 2013
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Daniel Martin
Ombudsman
Appointed April 2014
Career history
- Senior Policy Advisor, The Royal British Legion
- Policy Officer, Shelter
- Legal Caseworker, Shelter
