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
Tim Archer
Ombudsman Director
Appointed December 2022
Career history
- Lead Ombudsman and Director of Casework, Financial Ombudsman Service
- 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
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
Robert Walker
Ombudsman
Appointed July 2016
Career history
- Adjudicator, Financial Ombudsman Service
- Adviser, Jobcentre Plus
- Campaigns Officer, CrobsyTextor
Robert Woodhart
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Rod Glyn-Thomas
Ombudsman
Appointed May 2013
Career history
- Head of International Complaints, Barclays
- Senior Investigator, Office of the Complaints Commissioner
- Complaints Officer, Financial Services Authority
Rona Doyle
Ombudsman
Appointed June 2011
Career history
- Sole Practitioner Solicitor (Life & Disability Insurance)
- Insurance Partner, Browne Jacobson Solicitors
- Partner, Davies Lavery Solicitors
Ronesh Amin
Ombudsman
Appointed June 2021
Career history
- Team Manager, Financial Ombudsman Service
- Communications Adviser, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Rosie Osuji
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Customer Service Leader, Prudential plc
- Team Manager, Lloyds Bank
Roslyn Rawson
Ombudsman
Appointed July 2011
Career history
- Senior Consumer Credit Lawyer, Santander Cards
- Solicitor, Prudential and Egg
Ross Hammond
Ombudsman
Appointed March 2014
Career history
- Group Company Secretary/Head of Company Secretarial Services, The Company Warehouse
- Trustee/Company Secretary, Chelmsford Cancer Charity
- Legal Claims Handler, Abbey Legal Protection Limited
Ross Phillips
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Housing Officer, London Borough of Barnet Council
Rosslyn Scott
Ombudsman
Appointed February 2015
Career history
- Fee Paid Judge of the First-tier Tribunal, Social Entitlement and Immigration and Asylum Chambers
- Senior Legal Consultant, Mercer
- Deputy Solicitor, AXA
Roy Kuku
Ombudsman
Appointed November 2015
Career history
- Senior Employment Advisor, British Medical Association
- Head of Discrimination and Employment Law, Disability Law Service
- Supervisor, Heathrow Employment Advice Project
Roy Mawford
Ombudsman
Appointed April 2012
Career history
- Chief Executive, Hastings Borough Council
- Director of Planning, Cambridge University Hospital NHS Trust
- Corporate Development Director, South East Thames Regional Health Authority
