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
Alison Gore
Ombudsman
Appointed July 2019
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Contact Team Member, Financial Ombudsman Service
Alison James
Ombudsman
Appointed December 2017
Career history
- Head of Casework Teams – Financial Ombudsman Service
- Executive and Financial Ombudsman Liaison Manager, Direct Line Group
- Executive Complaints Manager, Direct Line Group
Amanda Scott
Ombudsman
Appointed October 2019
Career history
- Head of Investigations, Nursing and Midwifery Council
- Case Investigation Manager, Nursing and Midwifery Council
- Case Manager, Nursing and Midwifery Council
Amanda Williams
Ombudsman
Appointed April 2012
Career history
- Senior researcher, 63336 Ltd
- Strategic analyst, Concert Communications
- Senior financial analyst, British Telecom
Amber Mortimer
Ombudsman
Appointed May 2018
Career history
- Team manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Branch Manager, NatWest
Amrit Mangra
Ombudsman
Appointed November 2013
Career history
- Senior Lawyer, National Crime Agency
- Senior Lawyer, Assets Recovery Agency
- Lawyer, Revenue and Customs Prosecutions Office
Amy Osborne
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Phlebotomist, Ipswich Hospital
Anastasia Serdari
Ombudsman
Appointed June 2015
Career history
- Solicitor – Team Leader, Plexus Law
- Solicitor – Litigator, Plexus Law
- Solicitor – Thompsons Solicitors
Andrew Burford
Ombudsman
Appointed April 2019
Career history
- Ombudsman, Claims Management Jurisdiction, Legal Ombudsman
- Ombudsman, Legal Jurisdiction, Legal Ombudsman
- Assistant Ombudsman, Legal Jurisdiction, Legal Ombudsman
Andrew Davies
Ombudsman
Appointed August 2017
Career history
- Senior Manager, The Audit Commission
- Chief Executive, CDHA (now part of Hyde Group)
- Area Manager, The Housing Corporation
Andrew Fraser
Ombudsman
Appointed May 2012
Career history
- Assistant Director, UK Border Agency
- Deputy Head of the Transition Team, Gambling Commission
- Senior VAT Policy Adviser, HMRC
Andrew Macnamara
Ombudsman
Appointed September 2012
Career history
- Head of Customer Services, Tenet Group
- Project Manager, Skipton Building Society
- Operations Manager, Bradford & Bingley