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: 3 July 2024

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

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 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

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

Anja Gill

Ombudsman

Appointed March 2024

Career history

  • Senior Investigator, Financial Ombudsman Service
  • Investigator, Financial Ombudsman Service
  • New Business Onboarding Manager, Secure Trust Bank

Ankita Patel

Ombudsman

Appointed October 2018

Career history

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

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

Anna Wilshaw

Ombudsman

Appointed January 2014

Career history

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

Annabel O'Sullivan

Ombudsman

Appointed June 2014

Career history

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