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
Caroline Wayman
Chief ombudsman & chief executive
Appointed July 2014
Career history
- Principal ombudsman, Financial Ombudsman Service
- Adjudicator, Insurance Ombudsman Bureau
- Non-practising barrister
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
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
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
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
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
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
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
David Millington
Lead ombudsman
Appointed June 2011
Career history
- Ombudsman, Financial Ombudsman Service
- Adjudicator, Office of the Banking Ombudsman
- Head of Customer Relations, Midland Bank (now HSBC)
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
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
Richard West
Lead ombudsman (decisions, rules and jurisdiction)
Appointed June 2011
Career history
- Ombudsman, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Solicitor, Private Practice
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
Our ombudsmen in alphabetical order
Abdul Hafez
Ombudsman
Appointed April 2015
Career history
- Lawyer, Serious Fraud Office
- Lawyer, Treasury Solicitor's Department
- Associate, Herbert Smith Freehills LLP
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
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
Adrian Bird
Ombudsman
Appointed October 2019
Career history
- Head of Underwriting, Central Trust
- Collections Manager, Loan Trust
- Customer Account Collector, Snap-on Finance
Adrian Hudson
Ombudsman
Appointed December 2004
Career history
- Senior Actuary, Barclays Life Assurance Company Limited
- Pensions Actuary, Commercial Union Life
- Assistant Director and Scheme Actuary, Godwins Limited
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
Aimee Stanton
Ombudsman
Appointed July 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Alan Millward
Ombudsman
Appointed January 2017
Career history
- Adjudicator, Financial Ombudsman Service
- Legal assistant , Bates Solicitors
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
Alex Brooke-Smith
Ombudsman
Appointed November 2017
Career history
- Head of Litigation, Stokes Solicitors LLP
- Legal Counsel, Mercer
- Solicitor, Fraser Brown
Alex Newman
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Customer Service Adviser, RBS
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