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.

Last updated: 22 October 2021

Chief Ombudsman

Nausicaa Delfas

Chief Executive and Chief Ombudsman (interim)

Appointed May 2021

Career history

  • Executive Director of International and Interim Chief Operating Officer, Financial Conduct Authority
  • Other senior roles in Supervision, Risk and Policy, Financial Conduct Authority
  • Solicitor

View Nausicaa Delfas profile

Principal Ombudsmen

Richard Thompson

Principal Ombudsman and Quality Director

Appointed November 2014

Career history

  • Ombudsman, Financial Ombudsman Service
  • Head of Consumer Enforcement, Ofcom
  • Competition Policy Manager, Oftel

View Richard Thompson profile

Garry Wilkinson

Principal Ombudsman and Director of Investigation

Appointed November 2014

Career history

  • Director of PPI Operations, Financial Ombudsman Service
  • Head of Casework Operations, Financial Ombudsman Service
  • Compliance Manager for a firm of independent financial advisers

View Garry Wilkinson profile

Lead and Managing Ombudsmen

Tim Archer

Lead Ombudsman and Director of Casework

Appointed April 2017

Career history

  • Director of casework, Financial Ombudsman Service
  • Assistant director of PPI, Financial Ombudsman Service
  • Head of casework operations, Financial Ombudsman Service
  • Head of Cash Performance UK operations, Barclays

View Tim Archer profile

Yvette Bannister

Lead Ombudsman and General Counsel

Appointed March 2012

Career history

  • Deputy General Counsel, Financial Ombudsman Service
  • Assistant Director, the Office of the Investment Ombudsman
  • Solicitor, Private Practice

View Yvette Bannister profile

Nathan Horner

Lead Ombudsman and Director of Mass Claims Casework

Appointed September 2015

Career history

  • Assistant Director, Financial Ombudsman Service
  • Head of Casework Teams, Financial Ombudsman Service
  • Investment Supervision Analyst, Personal Investment Authority

View Nathan Horner profile

Pat Hurley

Lead Ombudsman and Director of Investigations Casework

Appointed September 2015

Career history

  • Director of Casework, Financial Ombudsman Service
  • Head of Casework Teams, Financial Ombudsman Service
  • Manager, Paralegal Firm

View Pat Hurley profile

Lesley Maslen

Lead Ombudsman and Director of Casework

Appointed July 2017

Career history

  • Director of Customer Experience, Catalyst Housing
  • Head of Customer Service, Which?
  • Account manager, Lloyds Bank

View Lesley Maslen profile

Clare Mortimer

Managing Ombudsman

Appointed April 2014

Career history

  • Ombudsman, Financial Ombudsman Service
  • Casework Manager, Financial Ombudsman Service
  • Deputy Complaints Manager, Office of the Banking Ombudsman

View Clare Mortimer profile

Charlie Sweeney

Lead Ombudsman and Director of Mass Claims Casework

Appointed September 2015

Career history

  • Ombudsman, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Compliance Auditor at an independent Financial Advisory Firm

View Charlie Sweeney profile

Richard West

Lead Ombudsman (Decisions, Rules and Jurisdiction)

Appointed June 2011

Career history

  • Ombudsman, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Solicitor, Private Practice

View Richard West profile

Paul Whiteing

Lead Ombudsman and Director of Investigations Casework

Appointed September 2015

Career history

  • Chief Executive and Board Member, PhonepayPlus
  • Director of Policy & Innovation, PhonepayPlus
  • Deputy Director of Policy & External Affairs, PhonepayPlus

View Paul Whiteing profile

Our Ombudsmen in alphabetical order

Abdul Ali

Ombudsman

Appointed December 2019

Career history

  • Adjudicator, Financial Ombudsman Service
  • Team manager, Financial Ombudsman Service

View Abdul Ali profile

Abdul Hafez

Ombudsman

Appointed April 2015

Career history

  • Lawyer, Serious Fraud Office
  • Lawyer, Treasury Solicitor's Department
  • Associate, Herbert Smith Freehills LLP

View Abdul Hafez profile

Adam Charles

Ombudsman

Appointed October 2018

Career history

  • Executive Adviser, Chief Executive's Office, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Money Adviser, National Debtline

View Adam Charles profile

Adam Golding

Ombudsman

Appointed January 2017

Career history

  • Team manager, Financial Ombudsman Service
  • Collections Team Manager, Fredrickson International Limited
  • Learning and Development Consultant, Fredrickson International Limited

View Adam Golding profile

Affroz Rasol-Ali

Ombudsman

Appointed October 2020

Career history

  • Senior Team Manager, SJD Accountancy 
  • Manager, Price Waterhouse Coopers(PwC)
  • Customer Care Manager, Al Rayan Bank 

View Affroz Rasol-Ali profile

Ailsa Wiltshire

Ombudsman

Appointed September 2017

Career history

  • Acting Head of Transformation and Performance, London Borough of Camden
  • Direct Payment Manager, London Borough of Camden
  • Information Manager, London Borough of Camden

View Ailsa Wiltshire profile

Aimee Stanton

Ombudsman

Appointed July 2016

Career history

  • Lead Adjudicator, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service

View Aimee Stanton profile

Alan Millward

Ombudsman

Appointed January 2017

Career history

  • Adjudicator, Financial Ombudsman Service
  • Legal assistant , Bates Solicitors

View Alan Millward profile

Alessandro Pulzone

Ombudsman

Appointed September 2015

Career history

  • Complex Investigator, Parliamentary and Health Service Ombudsman
  • Investigator, Parliamentary and Health Service Ombudsman
  • Legal officer, Lewisham Homes

View Alessandro Pulzone profile

Alex Brooke-Smith

Ombudsman

Appointed November 2017

Career history

  • Head of Litigation, Stokes Solicitors LLP
  • Legal Counsel, Mercer
  • Solicitor, Fraser Brown

View Alex Brooke-Smith profile

Alex Newman

Ombudsman

Appointed September 2017

Career history

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Customer Service Adviser, RBS

View Alex Newman profile

Alexander MacDonald

Ombudsman

Appointed May 2012

Career history

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Assistant National Customer Services Manager, Direct Line Insurance

View Alexander MacDonald profile

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