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
Anastasia Serdari
Ombudsman
Appointed May 2024
Career history
- Ombudsman, Financial Ombudsman Service
- Solicitor – Team Leader, Plexus Law
- Solicitor – Litigator, Plexus Law
Andrew Anderson
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Project Co-Ordinator, Lloyds Banking Group
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 Clarke
Ombudsman
Appointed September 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Senior Motor Claims Consultant, LV Insurance
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
Andrew Macnamara
Ombudsman
Appointed September 2012
Career history
- Head of Customer Services, Tenet Group
- Project Manager, Skipton Building Society
- Operations Manager, Bradford & Bingley
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
Andrew Wallis
Ombudsman
Appointed July 2024
Career history
- Consultant compliance and investigations advisor, private practice
- Of Counsel Solicitor, Peters & Peters Solicitors LLP
- Senior Associate, Norton Rose Fulbright LLP
Andy Burlinson
Ombudsman
Appointed January 2017
Career history
- Adjudicator, Financial Ombudsman Service
- Loss assessor, Royal London
- Caseworker, Royal London
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
Andy Hurle
Ombudsman
Appointed July 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Andy Wright
Ombudsman
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
