Financial Ombudsman Service consults on changes to its case fees
13 August 2025
We're consulting on changing our case fee structure which would see businesses pay less for complaints which are resolved earlier in the investigation process.
Abby Thomas to step down as Chief Executive Officer and Chief Ombudsman of the Financial Ombudsman Service
The Financial Ombudsman Service announces that Abby Thomas, who joined in October 2022 as Chief Executive and Chief Ombudsman, is stepping down.
Interim arrangements will apply with the Deputy Chief Ombudsman, James Dipple-Johnstone, covering the Chief Ombudsman role and the Chief Finance and Risk Officer, Jenny Simmonds, covering the Chief Executive role.
Baroness Manzoor CBE, Chairman of the Board, said:
On behalf of the Board and the Executive, I would like to record our thanks and wish Abby every success in her future career."
Abby Thomas, Chief Executive and Chief Ombudsman, said:
It has been an absolute privilege to lead the Financial Ombudsman Service through this period of rapid transformation and innovation. I am immensely grateful to the entire Ombudsman team for everything that they do to support our customers and build confidence in the financial services industry."
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