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: 11th June 2019
 

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

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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

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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

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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

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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

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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

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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

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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

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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)

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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

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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

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Richard West

Lead ombudsman (decisions, rules and jurisdiction)

Appointed June 2011

Career history

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

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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

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Our ombudsmen in alphabetical order

Alison Gore

Ombudsman

Appointed July 2019

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Contact Team Member, Financial Ombudsman Service

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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 

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Amanda Maycock

Ombudsman

Appointed January 2009

Career history

  • Adjudicator, Financial Ombudsman Service
  • Deputy Complaints Manager, Office of the Banking Ombudsman
  • Complaints Officer, Solicitors Complaints Bureau

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Amanda Williams

Ombudsman

Appointed April 2012

Career history

  • Senior researcher, 63336 Ltd
  • Strategic analyst, Concert Communications
  • Senior financial analyst, British Telecom

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Amber Mortimer

Ombudsman

Appointed August 2019

Career history

  • Team manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Branch Manager, NatWest

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Amrit Mangra

Ombudsman

Appointed November 2013

Career history

  • Senior Lawyer, National Crime Agency
  • Senior Lawyer, Assets Recovery Agency
  • Lawyer, Revenue and Customs Prosecutions Office

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Amy Osborne

ombudsman

Appointed September 2014

Career history

  • Adjudicator, Financial Ombudsman Service
  • Phlebotomist, Ipswich Hospital

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Anastasia Serdari

Ombudsman

Appointed June 2015

Career history

  • Solicitor - Team Leader, Plexus Law
  • Solicitor - Litigator, Plexus Law
  • Solicitor - Thompsons Solicitors

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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

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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

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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

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Andrew Macnamara

Ombudsman

Appointed September 2012

Career history

  • Head of Customer Services, Tenet Group
  • Project Manager, Skipton Building Society
  • Operations Manager, Bradford & Bingley

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