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: 29th June 2020
 

Chief Ombudsman

Caroline Wayman

Chief ombudsman & chief executive

Appointed July 2014

Career history

  • Principal ombudsman, Financial Ombudsman Service
  • Adjudicator, Insurance Ombudsman Bureau
  • Non-practising barrister

View profile

Principal Ombudsmen

Richard Thompson

Principal ombudsman and quality director

Appointed November 2014

Career history

  • Ombudsman, Financial Ombudsman Service
  • Head of Consumer Enforcement, Ofcom
  • Competition Policy Manager, Oftel

View profile

Garry Wilkinson

Principal ombudsman and director of investigation

Appointed November 2014

Career history

  • Director of PPI Operations, Financial Ombudsman Service
  • Head of Casework Operations, Financial Ombudsman Service
  • Compliance Manager for a firm of independent financial advisers

View profile

Lead and Managing Ombudsmen

Tim Archer

Lead ombudsman and director of casework

Appointed April 2017

Career history

  • 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

View profile

Yvette Bannister

Lead ombudsman and general counsel

Appointed March 2012

Career history

  • Deputy General Counsel, Financial Ombudsman Service
  • Assistant Director, the Office of the Investment Ombudsman
  • Solicitor, Private Practice

View profile

Nathan Horner

Lead ombudsman and director of mass claims casework

Appointed September 2015

Career history

  • Assistant Director, Financial Ombudsman Service
  • Head of Casework Teams, Financial Ombudsman Service
  • Investment Supervision Analyst, Personal Investment Authority

View profile

Pat Hurley

Lead ombudsman and director of investigations casework

Appointed September 2015

Career history

  • Director of Casework, Financial Ombudsman Service
  • Head of Casework Teams, Financial Ombudsman Service
  • Manager, Paralegal Firm

View profile

Lesley Maslen

Lead ombudsman and director of casework

Appointed July 2017

Career history

  • Director of Customer Experience, Catalyst Housing
  • Head of Customer Service, Which?
  • Account manager, Lloyds Bank

View profile

David Millington

Lead ombudsman

Appointed June 2011

Career history

  • Ombudsman, Financial Ombudsman Service
  • Adjudicator, Office of the Banking Ombudsman
  • Head of Customer Relations, Midland Bank (now HSBC)

View profile

Clare Mortimer

Managing ombudsman

Appointed April 2014

Career history

  • Ombudsman, Financial Ombudsman Service
  • Casework Manager, Financial Ombudsman Service
  • Deputy Complaints Manager, Office of the Banking Ombudsman

View profile

Charlie Sweeney

Lead Ombudsman and director of mass claims casework

Appointed September 2015

Career history

  • Ombudsman, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Compliance Auditor at an independent Financial Advisory Firm

View profile

Richard West

Lead ombudsman (decisions, rules and jurisdiction)

Appointed June 2011

Career history

  • Ombudsman, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Solicitor, Private Practice

View profile

Paul Whiteing

Lead ombudsman and director of investigations casework

Appointed September 2015

Career history

  • Chief Executive and Board Member, PhonepayPlus
  • Director of Policy & Innovation, PhonepayPlus
  • Deputy Director of Policy & External Affairs, PhonepayPlus

View profile

Our ombudsmen in alphabetical order

Simon Louth

Ombudsman

Appointed July 2019

Career history

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

View profile

Simon Pugh

Ombudsman

Appointed October 2013

Career history

  • Head of Legal Services, Shelter
  • Solicitor, Wilson Solicitors LLP
  • Practice Manager, Wilson Solicitors LLP

View profile

Simon Rawle

Ombudsman

Appointed July 2010

Career history

  • Qualified Solicitor and Town Planner 
  • Senior Housing & Planning Inspector, Planning Inspectorate 
  • Chief Town Planner, Pacific Bechtel Corporation

View profile

Simon Stanley

Ombudsman

Appointed October 2019

Career history

  • Assistant Ombudsman, Deaths in Custody, Prisons and Probation Ombudsman
  • Criminal Policy Development, Legal Aid Agency, Ministry of Justice
  • Barrister, Temple Gardens

View profile

Simon Wingfield

Ombudsman

Appointed September 2017

Career history

  • Lead Adjudicator, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Operational Risk Co-ordinator, Barclays

View profile

Simona Charles

Ombudsman

Appointed July 2019

Career history

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Criminal Paralegal, Ledgisters Solicitors

View profile

Siobhan Kelly

Ombudsman

Appointed April 2015

Career history

  • Solicitor, Serious Fraud Office
  • Solicitor Advocate, Private Practice
  • Solicitor, Crown Prosecution Service

View profile

Siobhan McBride

Ombudsman

Appointed January 2014

Career history

  • Senior Probation Officer, London Probation Trust
  • Senior Policy Advisor, Ministry of Justice
  • Probation Officer, London Probation Trust

View profile

Sonal Matharu

Ombudsman

Appointed September 2018

Career history

  • Team Manager – Financial Ombudsman Service
  • Local Chief Executive Officer – Royal Bank of Scotland Group
  • Senior Banking Manager – Royal Bank of Scotland Group

View profile

Sonia Hussain

Ombudsman

Appointed September 2017

Career history

  • Senior Executive Adviser, Financial Ombudsman Service
  • Executive Adviser, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service

View profile

Sonia Kalsi

Ombudsman

Appointed February 2017

Career history

  • Senior Lecturer, University of Law (Incorporating the College of Law)
  • Lecturer, College of Law
  • Barrister, 36 Bedford Row (now The 36 Group)

View profile

Sophia Smith

Ombudsman

Appointed September 2014

Career history

  • Lead Adjudicator, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • High Court Advocate Clerk, Crown Prosecution Service

View profile

Previous 35 of 38 Next