our building

panel of ombudsmen

Our ombudsmen make final decisions in the cases that our adjudicators have not been able to resolve more informally, earlier in our dispute-resolution process. Appointments to the panel of ombudsmen are made under paragraphs 4 and 5 of schedule 17 of the Financial Services and Markets Act 2000.

Natalie Ceeney CBE
chief executive and chief ombudsman

appointed January 2010

previous jobs

  • chief executive of the National Archives and Keeper of the Public Records
  • director of operations and services at the British Library
  • McKinsey & Company – strategic consultancy projects across a range of industries

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Tony Boorman
principal ombudsman and decisions director

appointed March 2000

previous jobs

  • deputy director-general, Ofgem
  • director of supply competition, Office of Electricity Regulation
  • director, Electricity Consumer Council

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Caroline Wayman
principal ombudsman and legal director

appointed March 2011

previous jobs

  • lead ombudsman, Financial Ombudsman Service
  • adjudicator, Insurance Ombudsman Bureau
  • non-practising barrister

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Jane Hingston
lead ombudsman – casework policy for
banking, credit and mortgages

appointed January 2005

previous jobs

  • ombudsman, Financial Ombudsman Service 
  • customer services manager, Guardian Building Society
  • assistant chief clerk, Yorkshire Building Society

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Caroline Mitchell
lead ombudsman – casework policy for
insurance and investment

appointed January 2005

previous jobs

  • ombudsman, Financial Ombudsman Service
  • member, Police Complaints Authority
  • senior assistant, Insurance Ombudsman Bureau

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David Thomas
lead ombudsman

appointed December 1999

previous jobs

  • interim chief ombudsman,
    November 2009 to March 2010
  • ombudsman, Office of the Banking Ombudsman
  • solicitor, private practice

David Bird
managing-ombudsman, investment and pensions

appointed June 2011

previous jobs

  • ombudsman, Financial Ombudsman Service
  • casework manager, Financial Ombudsman Service
  • compliance officer, Co-op Bank Financial Advisers

David Millington
managing-ombudsman, banking, credit and mortgages

appointed June 2011

previous jobs

  • ombudsman, Financial Ombudsman Service
  • adjudicator, Office of the Banking Ombudsman
  • head of customer relations, Midland Bank (now HSBC)

Richard Thompson
managing-ombudsman, payment protection insurance (PPI)

appointed June 2011

previous jobs

  • ombudsman, Financial Ombudsman Service
  • head of consumer enforcement, Ofcom
  • competition policy manager, Oftel

Richard West
managing-ombudsman, rules and jurisdiction

appointed June 2011

previous jobs

  • ombudsman, Financial Ombudsman Service
  • adjudicator, Financial Ombudsman Service
  • solicitor, private practice

Sue Wrigley
managing-ombudsman, insurance

appointed June 2011

previous jobs

  • ombudsman, Financial Ombudsman Service
  • assistant director, Office for the Supervision of Solicitors
  • solicitor, private practice

David Ashley, ombudsman

appointed May 2010

previous jobs

  • adjudicator, Financial Ombudsman Service
  • financial representative, Britannic Assurance

Hilary Bainbridge, ombudsman

appointed July 2011

previous jobs

  • roles with the Office of the Parliamentary and Health Service Ombudsman and the Mental Health Act Commission
  • ombudsman for the Waterways Ombudsman scheme

Greg Barham, ombudsman

appointed January 2008

previous jobs

  • assistant casework manager, Financial Ombudsman Service
  • insurance claims negotiator

Audrey Baxter, ombudsman

appointed November 2004

previous jobs

  • adjudicator, Financial Ombudsman Service & Personal Investment Authority Ombudsman Bureau
  • compliance technician, Century Life plc
  • financial consultant, Nationwide Building Society

Graham Booth, ombudsman

appointed June 2011

previous jobs

  • casework adviser, Financial Ombudsman Service
  • adjudicator, Financial Ombudsman Service
  • complaint handler, Norwich Union (now Aviva)

Cathy Bovan, ombudsman

appointed July 2011

previous jobs

  • team manager at the Financial Ombudsman Service

  • management roles at Alliance and Leicester

Mike Boyall, ombudsman

appointed July 2002

previous jobs

  • deputy director, Department for Trade and Industry
  • official receiver, Insolvency Service
  • investigator/auditor, Audit Commission & Serious Fraud Office

June Brown, ombudsman

appointed February 2010

previous jobs

  • independent assessor, Student Loans Company
  • investigator, Parliamentary & Health Service Ombudsman
  • schools adjudicator, Department for Children, Schools and Families

Juliana Campbell, ombudsman

appointed February 2005

previous jobs

  • head of professional conduct, Association of Chartered Certified Accountants
  • solicitor, private practice

Julia Chapman, ombudsman

appointed June 2011

previous jobs

  • adjudicator, Financial Ombudsman Service
  • branch manager, Britannia Building Society
  • team leader, Charcol Online

Valerie Charbit, ombudsman

appointed March 2010

previous jobs

  • barrister
  • part-time judge, Mental Health Review Tribunal
  • legal adviser to the Committees of the General Social Care Council

Heather Clayton, ombudsman

appointed July 2011

previous jobs

  • senior director at the Office of Fair Trading (OFT)

  • lead ombudsman at the Financial Ombudsman Service
  • director of investigations at Ofcom

Melissa Collett, ombudsman

appointed December 2004

previous jobs

  • solicitor, Lovells
  • assistant legal counsel, ACE Insurance
  • assistant corporate lawyer, Aviva plc

Rebecca Connelley, ombudsman

appointed March 2010

previous jobs

  • head of partnerships, RSA Insurance
  • commercial director, GE Money EMEA
  • client director, GE Consumer Finance UK

Stephen Cooper, ombudsman

appointed March 2010

previous jobs

  • founding partner, Coopers Solicitors
  • partner, Capsticks Solicitors
  • solicitor, Barry Lewis Solicitors

Michael Crewe, ombudsman

appointed July 2011

  • a business adviser for the Competition Commission
  • an independent member of the Parole Board
  • senior management roles at Barclays Bank

Paul Daniel, ombudsman

appointed January 2009

previous jobs

  • team manager, Financial Ombudsman Service
  • adjudicator, Financial Ombudsman Service

Kim Davenport, ombudsman

appointed December 2010

previous jobs

  • complaints manager, Mercer
  • senior complaints officer, AXA Sun Life

Elizabeth Dawes, ombudsman

appointed February 2010

previous jobs

  • senior policy manager, Barclays Wealth
  • compliance manager, Barclays Stockbrokers
  • compliance manager, NatWest Stockbrokers

Simon Dibble, ombudsman

appointed June 2011

previous jobs

  • casework adviser, Financial Ombudsman Service
  • financial adviser, Bank of Scotland Investment Service
  • solicitor, private practice

Rona Doyle, ombudsman

appointed June 2011

previous jobs

  • sole practitioner solicitor (life & disability insurance)
  • Browne Jacobson Solicitors
  • Davies Lavery Solicitors

Reidy Flynn, ombudsman

appointed April 2000

previous jobs

  • ombudsman, Insurance Ombudsman Bureau
  • barrister, private practice
  • editor, All England Law Reports

Geoffrey Futer, ombudsman

appointed December 2010

previous jobs

  • adjudicator/casework adviser, Legal Complaints Service
  • senior solicitor, Tollers

Dawn Griffiths, ombudsman

appointed January 2008

previous jobs

  • adjudicator, Financial Ombudsman Service
  • complaints handling in the consumer credit and independent financial advisory sectors

Sean Hamilton, ombudsman

appointed December 2010

previous jobs

  • public prosecutor, Public Prosecution Service (Northern Ireland)
  • solicitor, Central Service Agency
  • police constable, Metropolitan Police

James Harris, ombudsman

appointed December 2010

previous jobs

  • head of investigations, PhonepayPlus
  • contact centre supervisor, Pershing
  • customer services team leader, First Telecom

Jarrod Hastings, ombudsman

appointed February 2010

previous jobs

  • corporate counsel, BOC Group plc
  • general counsel, Garban-Intercapital plc
  • assistant corporate legal adviser, Guardian Royal Exchange plc

Doug Hill, ombudsman

appointed May 2010

previous jobs

  • adjudicator, Financial Ombudsman Service
  • case assessor, Barclays Life
  • team leader, Royal London

Claire Hopkins, ombudsman

appointed January 2008

previous jobs

  • adjudicator, Financial Ombudsman Service
  • complaints handling within the mortgage broking sector

Adrian Hudson, ombudsman

appointed December 2004

previous jobs

  • senior actuary, Barclays Life Assurance Company Limited
  • pensions actuary, Commercial Union Life
  • assistant director and scheme actuary, Godwins Limited

Michael Ingram, ombudsman

appointed November 2003

previous jobs

  • adjudicator, Financial Ombudsman Service
  • solicitor, private practice

Colin Keegan, ombudsman

appointed June 2011

previous jobs

  • deputy senior investigator, Independent Police Complaints Commission
  • investigator, Local Government Ombudsman
  • case investigator, Derbyshire Constabulary

David Lawson, ombudsman

appointed February 2010

previous jobs

  • barrister, Lincoln's Inn
  • solicitor, Lee, Bolton & Lee/Rees & Freres
  • trainee solicitor, Herbert Smith

Simon Leach, ombudsman

appointed September 2006

previous jobs

  • adjudicator, Financial Ombudsman Service
  • assistant pensions manager, Blick Rothenberg
  • broker-consultant, Scottish Equitable

Ruth Lewis, ombudsman

appointed May 2010

previous jobs

  • team manager, Financial Ombudsman Service
  • adjudicator, Financial Ombudsman Service
  • investor services executive, Gartmore Investment Ltd

Steve Lilley, ombudsman

appointed April 2000

previous jobs

  • senior executive, Insurance Ombudsman Bureau
  • underwriter, Lloyd's of London
  • assistant manager, insurance broker

Annette Lovell, ombudsman

appointed June 2010

previous jobs

  • deputy chief executive, National Lottery Commission
  • head of enforcement and consumer affairs, Ofgem
  • head of consumer affairs, British Telecommunications

Doug Mansell, ombudsman

appointed November 2004

previous jobs

  • adjudicator, Financial Ombudsman Service & Personal Investment Authority Ombudsman Bureau
  • administrator, Barney Wilkins & Howard Ltd
  • administrator, McHale Heaney Brokers Ltd

Kristina Mathews, ombudsman

appointed June 2011

previous jobs

  • adjudicator, Financial Ombudsman Service
  • independent mortgage consultant
  • senior mortgage adviser, Cheltenham & Gloucester

Harriet McCarthy, ombudsman

appointed January 2009

previous jobs

  • adjudicator, Financial Ombudsman Service
  • lawyer, private practice

Amanda Maycock, ombudsman

appointed January 2009

previous jobs

  • adjudicator, Financial Ombudsman Service
  • deputy complaints manager, Office of the Banking Ombudsman
  • complaints officer, Solicitors Complaints Bureau

Janet Millington, ombudsman

appointed May 2010

previous jobs

  • auditor, Financial Ombudsman Service
  • casework adviser and adjudicator, Financial Ombudsman Service
  • complaints handling in the credit card sector

Philip Miller, ombudsman

appointed May 2010

previous jobs

  • adjudicator, Financial Ombudsan Service
  • manager, Barclays Life Assurance Company Ltd
  • technical officer, United Friendly Insurance Ltd

Roy Milne, ombudsman

appointed November 2003

previous jobs

  • casework manager, Financial Ombudsman Service
  • case officer, National Provident Institution
  • case officer, Black Horse Financial Services

Gideon Moore, ombudsman

appointed June 2011

previous jobs

  • casework adviser, Financial Ombudsman Service
  • adjudicator, Financial Ombudsman Service
  • case investigator, Marsh & McLennan Companies

Clare Mortimer, ombudsman

appointed November 2004

previous jobs

  • casework manager, Financial Ombudsman Service
  • deputy complaints manager, Office of the Banking Ombudsman
  • manager, Lloyds Bank plc

Ray Neighbour, ombudsman

appointed May 2010

previous jobs

  • service review manager, Financial Ombudsman Service
  • assistant casework manager, Financial Ombudsman Service
  • adjudicator, Financial Ombudsman Service

Claire O'Connor, ombudsman

appointed October 2006

previous jobs

  • solicitor, DLA Piper
  • accountant, Ernst & Young

Jan O'Leary, ombudsman

appointed May 2010

previous jobs

  • adjudicator, Financial Ombudsman Service
  • solicitor in private practice

Jeff Parrington, ombudsman

appointed June 2011

previous jobs

  • adjudicator, Financial Ombudsman Service
  • customer relations manager, Barclays Bank plc
  • customer relations manager, Woolwich plc

Kim Parsons, ombudsman

appointed July 2011

previous jobs

  • solicitor with Addleshaw Goddard LLP

  • solicitor at the Department for Work and Pensions, the Pensions Regulator and the Occupational Pensions Regulatory Authority

Michelle Peters, ombudsman

appointed March 2010

previous jobs

  • business consultant
  • chair, tribunals for PhonepayPlus
  • adjudicator, Direct Marketing Commission

Nigel Pope, ombudsman

appointed January 2008

previous jobs

  • adjudicator, Financial Ombudsman Service
  • compliance functions within the stockbroking sector

Louise Povey, ombudsman

appointed July 2011

previous jobs

  • adjudicator for Phonepayplus

  • administering appeals for Cambridgeshire County Council

  • roles with the Nursing and Midwifery Council, the General Medical Council and the Legal Services Commission

Simon Rawle, ombudsman

appointed July 2010

previous jobs

  • qualified solicitor and town planner
  • senior housing & planning inspector, Planning Inspectorate
  • chief town planner, Pacific Bechtel Corporation

Roslyn Rawson, ombudsman

appointed July 2011

previous jobs

  • senior consumer credit lawyer at Santander Cards
  • solicitor at Prudential and Egg

Philip Roberts, ombudsman

appointed April 2000

previous jobs

  • ombudsman/senior legal officer, Personal Investment Authority Ombudsman Bureau
  • senior legal officer, Office of the Building Societies Ombudsman
  • solicitor, private practice

Fiona Robinson, ombudsman

appointed October 2010

previous jobs

  • consumer advice officer, Trading Standards, Middlesborough Council
  • licensing support, Gateshead Council
  • customer services, Npower

Malcolm Rogers, ombudsman

appointed February 2010

previous jobs

  • director of credit and risk, Alliance & Leicester plc
  • director of credit training, Standard & Poor’s
  • head of credit & fraud (retail), HBOS/Halifax plc

Ken Rose, ombudsman

appointed May 2010

previous jobs

  • adjudicator, Financial Ombudsman Service
  • mortgage underwriter, Bristol & West
  • underwriter, Auto Credit Trust

Douglas Sayers, ombudsman

appointed June 2011

previous jobs

  • quality auditor, Financial Ombudsman Service
  • adjudicator, Financial Ombudsman Service

Mark Sceeny, ombudsman

appointed July 2002

previous jobs

  • casework manager, Financial Ombudsman Service
  • adjudicator, Insurance Ombudsman Bureau
  • barrister, private practice

Nicole Shinnick, ombudsman

appointed December 2010

previous jobs

  • strategy manager, Ofcom
  • lawyer, BT
  • policy adviser, Department of Justice, Melbourne

Robert Short, ombudsman

appointed November 2003

previous jobs

  • assistant casework manager, Financial Ombudsman Service
  • underwriting team leader, Independent Insurance
  • customer liaison, Eagle Star

Nicole Smith, ombudsman

appointed July 2011

  • panel chair for the Judicial Appointments Commission

  • deputy chief executive for the Electoral Commission

  • assistant commissioner for the Parliamentary Boundary Commission for England
  • head of the Parole Unit and Sentence Enforcement Unit at the Home Office

Lesley Stead, ombudsman

appointed May 2010

  • senior investigator, Pensions Ombudsman
  • principal legal officer, Office of the Building Societies Ombudsman
  • assistant area director, Legal Aid

Caroline Stirling, ombudsman

appointed March 2010

  • solicitor, Eversheds
  • solicitor, mfg Solicitors

Suzannah Stuart, ombudsman

appointed February 2010

previous jobs

  • manager of retail policy and retail themes, the Financial Services Authority
  • marketing manager, Abbey National

John Swain, ombudsman

appointed October 2010

previous jobs

  • team manager, Financial Ombudsman Service
  • team leader, National Provident Institution

Charlie Sweeney, ombudsman

appointed January 2008

previous jobs

  • adjudicator, Financial Ombudsman Service
  • compliance auditor at an independent financial advisory firm
  • retail banking manager, Abbey

Chris Tilson, ombudsman

appointed April 2000

previous jobs

  • ombudsman, Personal Investment Authority Ombudsman Bureau
  • senior executive, Insurance Ombudsman Bureau
  • compliance officer, Pinnacle Insurance

Lennox Towers, ombudsman

appointed February 2010

previous jobs

  • consultant, Addleshaw Goddard LLP
  • partner, Addleshaw Booth & Co
  • Notary Public

Raj Varadarajan, ombudsman

appointed May 2010

  • adjudicator and casework adviser, Financial Ombudsman Service
  • technical adviser, Canada Life
  • accountant, Life Insurance Corporation of India

Katherine Wells, ombudsman

appointed June 2011

previous jobs

  • casework manager, Financial Ombudsman Service
  • case review adjudicator, Financial Ombudsman Service
  • banking adviser, Abbey National plc (now Santander)

Karen Wharton, ombudsman

appointed February 2010

previous jobs

  • finance and investigative accounting consultant
  • business banking manager, Midland Bank plc

Lindsey Woloski, ombudsman

appointed January 2009

previous jobs

  • legal counsel, Financial Ombudsman Service
  • assistant casework manager, Financial Ombudsman Service
  • barrister, private practice

Elspeth Wood, ombudsman

appointed June 2011

previous jobs

  • senior case manager, Cooperation and Competition Panel
  • lawyer, Freshfields

Chloe Wooles, ombudsman

appointed June 2011

previous jobs

  • technical writer, Financial Ombudsman Service
  • adjudicator, Financial Ombudsman Service
  • financial adviser, Britannia Building Society

Claire Woollerson, ombudsman

appointed October 2010

previous jobs

  • general counsel, Financial Ombudsman Service
  • caseworker, Personal Investment Authority Ombudsman Bureau
  • solicitor, private practice

Roger Yeomans, ombudsman

appointed April 2000

previous jobs

  • ombudsman/head of legal services, Office of the Building Societies Ombudsman
  • corporate lawyer, Alliance & Leicester Building Society
  • solicitor, private practice