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
Richard Drury
Ombudsman
Appointed June 2021
Career history
- Senior Adviser, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Richard France
Ombudsman
Appointed March 2017
Career history
- Director of Business and Commercial Banking, Co-operative Bank
- Regional Director Corporate Banking, Royal Bank of Scotland
- Senior Relationship Manager, NatWest Bank
Richard Hale
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Customer Relations Manager, Barclays
Richard Hill
Ombudsman
Appointed November 2018
Career history
- Director of Customer Services, Wolverhampton City Council
- Director of Customer Focus, London Borough of Islington
- Vice President, American Express
- Head of Customer Relations, British Airways
Richard Sheridan
Ombudsman
Appointed July 2016
Career history
- Adjudicator, Financial Ombudsman Service
- Complaints Handler, Financial Services Sector
- Pensions Administrator, Financial Services Sector
Richard Sowden
Ombudsman
Appointed November 2020
Career history
- Training Consultant, Wax Training
- Agency Training Specialist, NFU Mutual
- Development Executive, Alec Finch
Richard Turner
Ombudsman
Appointed June 2021
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Business Manager, Barclays
Richard Walker
Ombudsman
Appointed October 2017
Career history
- Investigation Manager, Parliamentary and Health Service Ombudsman
- Assessment Manager, Parliamentary and Health Service Ombudsman
- Senior Investigation Officer, Parliamentary and Health Service Ombudsman
Richard Wood
Ombudsman
Appointed April 2015
Career history
- Barrister, 9 King's Bench Walk
- Barrister, 6 King's Bench Walk
Rob Deadman
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Financial Planning Manager, NatWest Bank Plc
- Mortgage Broker, John Charcol
Robert Collinson
Ombudsman
Appointed January 2015
Career history
- Director of the Law Clinic, Edge Hill University
- Chairman of Fitness to Practise Panels, Nursing and Midwifery Council
- Non-executive Director, Wrightington, Wigan and Leigh NHS Foundation Trust
Robert Short
Ombudsman
Appointed November 2003
Career history
- Assistant Casework Manager, Financial Ombudsman Service
- Underwriting Team Leader, Independent Insurance
- Customer Liaison, Eagle Star
