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 as Ombudsman Director - December 2022
Appointed in the Ombudsman Panel - January 2012
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
Hannah Dunkley
Ombudsman
Appointed November 2025
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Hannah Edmondson
Ombudsman
Appointed January 2026
Career history
- Dispute Resolution Coach, Energy and Communications Ombudsman
- Team Manager, O2/Telefonica
Hannah Poulton
Ombudsman
Appointed November 2025
Career history
- Lay Chair, Fitness to Practise for various Healthcare Regulators
- Independent Panel Member, Police Misconduct Hearings
- Justice of the Peace
- Lay Member, University course accreditation for General Pharmaceutical Council
Hannah Wise
Ombudsman
Appointed September 2014
Career history
- Adjudicator, Financial Ombudsman Service
- Unit Trust Administrator, Smith & Williamson
- Special Constable, Metropolitan Police Service
Harriet McCarthy
Ombudsman
Appointed January 2009
Career history
- Adjudicator, Financial Ombudsman Service
- Lawyer, Private Practice
Hayley West
Ombudsman
Appointed January 2017
Career history
- Team Manager, Financial Ombudsman Service
- Senior Customer Care Team Leader, Toyota Financial Services
- Customer Service Adviser, Premium Credit Ltd
Helen Boulton-Agg
Ombudsman
View Helen Boulton-Agg profile
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Case Assessor, Financial Ombudsman Service
- Office Administrative Assistant, Manchester Cathedral
Helen Giles
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Learning and Development Consultant, Financial Ombudsman Service
- Consumer Consultant, Financial Ombudsman Service
Helen Stacey
Ombudsman
Appointed February 2020
Career history
- Senior Technical Adviser, Solicitors Regulation Authority
- Adjudicator, Solicitors Regulation Authority
- Casework Manager, Solicitors Regulation Authority
Helen Sutcliffe
Ombudsman
Appointed September 2014
Career history
- Executive Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Member Adviser, Britannia Building Society
Helene Pantelli
Ombudsman
Appointed July 2013
Career history
- Associate Solicitor, Travers Smith LLP
- Associate Solicitor, Freshfields Bruckhaus Deringer LLP
- Trainee Solicitor, Freshfields Bruckhaus Deringer LLP
Holly Jackson
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service