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
Abby Thomas
Chief Executive and Chief Ombudsman
Appointed October 2022
Career history
- Director of Strategy Marketing and Transformation, Virgin Media O2
- Executive Customer Director, Virgin Media O2
- Global Head of Customer Operations, Vodafone Business
- Transformation Director, BT
Deputy Chief Ombudsman
James Dipple-Johnstone
Deputy Chief Ombudsman
Appointed October 2022
Career history
- Deputy Commissioner and Chief Regulating Officer, Information Commissioners Office
- Director of Investigation and Supervision, Solicitor’s Regulation Authority
- Operations Director, Parliamentary and Health Service Ombudsman
- Commissioner, North West England Police Forces
Senior Ombudsmen
Richard West
Director of Casework Policy
Appointed December 2022
Career history
- Lead Ombudsman, Financial Ombudsman Service
- Ombudsman, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Solicitor, Private Practice
Pat Hurley
Ombudsman Director
Appointed December 2022
Career history
- Lead Ombudsman and Director of Casework, Financial Ombudsman Service
- Director of Casework, Financial Ombudsman Service
- Head of Casework Teams, Financial Ombudsman Service
- Manager, Paralegal Firm
Rachel Lam
Ombudsman Director
Appointed January 2023
Career history
- Ombudsman Leader, Financial Ombudsman Service
- Head of Casework Operations (new services), Financial Ombudsman Service
- Head of Casework teams (mortgages), Financial Ombudsman Service
- Social Fund Manager, London and the South East, Jobcentre Plus, DWP
Clare Mortimer
Ombudsman Leader
Appointed April 2014
Career history
- Ombudsman, Financial Ombudsman Service
- Casework Manager, Financial Ombudsman Service
- Deputy Complaints Manager, Office of the Banking Ombudsman
Vivienne Kelly
Ombudsman Director
Appointed January 2023
Career history
- Head of Customer Service, Shell Energy
- General Manager, Capita Customer Management
- Senior Client Relationship Manager, Equidebt Limited
-
Senior Manager, Collections Operations, Black Horse Finance
-
Head of Customer Service, Lloyds TSB Autolease
Our Ombudsmen in alphabetical order
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
Alexander Mann
Ombudsman
Appointed June 2021
Career history
- Adjudicator, Financial Ombudsman Service
Alison Gore
Ombudsman
Appointed July 2019
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Contact Team Member, Financial Ombudsman Service
Amanda Maycock
Ombudsman
Appointed June 2022
Career history
- Ombudsman, Channel Islands Financial Ombudsman
- Adjudicator, Financial Ombudsman Service
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
Ami Bains
Ombudsman
Appointed March 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Amy Osborne
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Phlebotomist, Ipswich Hospital
Anastasia Serdari
Ombudsman
Appointed May 2024
Career history
- Ombudsman, Financial Ombudsman Service
- Solicitor – Team Leader, Plexus Law
- Solicitor – Litigator, Plexus Law
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 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
