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
Sarah Brimacombe
Ombudsman
Appointed January 2020
Career history
- Lead adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Sarah Conway
Ombudsman
Appointed November 2016
Career history
- Head of Casework, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Investigations Manager, General Social Care Council
Sarah Green
Ombudsman
Appointed June 2016
Career history
- Team Manager, Financial Ombudsman Service
- Manager, Cadbury Garden Centre
Sarah Holmes
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Medical Claims Manager, AIG
Sarah Milne
Ombudsman
Appointed September 2017
Career history
- Customer Care and Improvement Manager, London Borough of Sutton
- Head of Customer Relations, Barclays bank
- Head of Executive Support Team, Barclays bank
Sarah Scott
Ombudsman
Appointed November 2020
Career history
- (Current) Head of Investigations and Enforcement, Phone-paid Services Authority
- Operations Team Leader and Family Liaison Coordinator, Independent Office for Police Conduct
- Researcher, University of Cambridge Institute of Criminology
Sarah Tozzi
Ombudsman
Appointed November 2014
Career history
- Adjudicator, Traffic Penalty Tribunal
- Barrister, Farrar's Building
- Barrister, Plowden Buildings
Sarann Taylor
Ombudsman
Appointed September 2015
Career history
- Principal Advisor for Special Educational Needs & Disability Tribunals, Staffordshire County Council
- Head of Special Educational Needs & Disability Assessment Service, Staffordshire County Council
- Senior Assessment Officer - Special Educational Needs & Disability Assessment Service, Staffordshire County Council
Sarita Taylor
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Complaint Handler, National Westminster Bank Plc
Sarrah Turay
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Paralegal, Harvey Ingram LLP
Scott Slade
Ombudsman
Appointed May 2016
Career history
- Team Manager, Financial Ombudsman Service
- Legal and Litigation Manager, Lloyds TSB
- Accounts Manager, Lloyds TSB
Sean Hamilton
Ombudsman
Appointed December 2010
Career history
- Public Prosecutor, Public Prosecution Service (Northern Ireland)
- Solicitor, Central Service Agency
- Police Constable, Metropolitan Police
