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.
Interim Chief Ombudsman
James Dipple-Johnstone
Interim Chief Ombudsman
View James Dipple-Johnstone profile
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
Rachel Lam
Managing Ombudsman Director (interim)
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
Richard West
Ombudsman Director
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
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
James Mycroft
Ombudsman Director
Appointed January 2025
Career history
- Head of Strategy, Shawbrook Bank
- Chief Operations Officer, Sonovate
- Head of Customer Service, Principality Building Society
- Chief Operating Officer, Nemo Personal Finance
- Non-Executive Director, Welsh Ambulance Service NHS Trust
- Director of Customer Service, BT Group
Andy Wright
Ombudsman Director (interim)
Appointed April 2020
Career history
- Director of Mergers, Competition & Markets Authority
- Director, Mergers, Markets and Regulatory Appeals, Competition Commission
- Corporate Finance Manager, Deloitte
- Assurance and Advisory Manager, Andersen
Our Ombudsmen in alphabetical order
Alex Watts
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Alexander MacDonald
Ombudsman
View Alexander MacDonald profile
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
Amina Rashid
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Team Leader Course Consultant, Newham College of Further Education
Amy Osborne
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Phlebotomist, Ipswich Hospital
Anastasia Serdari
Ombudsman
View Anastasia Serdari profile
Appointed May 2024
Career history
- Ombudsman, Financial Ombudsman Service
- Solicitor – Team Leader, Plexus Law
- Solicitor – Litigator, Plexus Law
