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

Andrew Mason

Ombudsman

Appointed February 2017

Career history

  • Adjudicator, Solicitors Regulation Authority
  • Head of Finance and Policy, Charity and Social Enterprise
  • Associate Director, Brewin Dolphin Investment Managers

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Andy Burlinson

Ombudsman

Appointed January 2017

Career history

  • Adjudicator, Financial Ombudsman Service
  • Loss assessor, Royal London
  • Caseworker, Royal London

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Andy Howell

Ombudsman

Appointed November 2016

Career history

  • Head of Casework Operations, Financial Ombudsman Service
  • Head of Casework, Financial Ombudsman Service
  • Resolution Team Manager, GE Money Home Lending

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Angela Casey

Ombudsman

Appointed November 2016

Career history

  • Team Manager, Financial Ombudsman Service
  • Assistant Court Manager, Her Majesty's Courts and Tribunals Service
  • Section Head, Her Majesty's Courts and Tribunals Service

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Ankita Patel

Ombudsman

Appointed October 2018

Career history

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

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Anna Jackson

Ombudsman

Appointed December 2017

Career history

  • Investigator, Parliamentary and Health Service Ombudsman
  • Assessor, Parliamentary and Health Service Ombudsman
  • Senior Review Leader, Local Government Boundary Commission for England

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Anna Keighley

Ombudsman

Appointed September 2015

Career history

  • Barrister, 187 Fleet Street
  • Barrister, Seconded to Crown Prosecution Service
  • Case Manager, Crown Prosecution Service

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Anna Wilshaw

Ombudsman

Appointed January 2014

Career history

  • Barrister, 4 Breams Buildings
  • Legal Representative, Beswicks Solicitors

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Annabel O'Sullivan

Ombudsman

Appointed June 2014

Career history

  • Consultant, Allan Janes LLP
  • Partner, Allan Janes LLP
  • Partner, Turbervilles

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Anne Muscroft

Ombudsman

Appointed January 2017

Career history

  • Team Manager, Financial Ombudsman Service
  • Support Services Manager, Croydon Council

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Anne Scarr

ombudsman

Appointed October 2017

Career history

  • Financial Crime Operations Manager, Secure Trust Bank
  • Financial Crime Investigator/Team Leader, Barclays Bank
  • Senior Policy Lead, Judicial Appointments Commission

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Arazu Eid

Ombudsman

Appointed July 2019

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Director, Property Inventory Company

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