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

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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

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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

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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

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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

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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

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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

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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

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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)

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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

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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

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Richard West

Lead ombudsman (decisions, rules and jurisdiction)

Appointed June 2011

Career history

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

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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

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Our ombudsmen in alphabetical order

Sophie Goodyear

Ombudsman

Appointed March 2019

Career history

  • Head of Complaints, The Labour Party
  • Compliance Officer, The Labour Party
  • Product Delivery Team Leader, Inspiring Learning

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Sophie Mitchell

Ombudsman

Appointed July 2016

Career history

  • Executive Adviser to the Ombudsman Panel, Financial Ombudsman Service
  • Executive Adviser, Chief Executive's Office, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service

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Sophie Wilkinson

Ombudsman

Appointed January 2017

Career history

  • Team Manager, Financial Ombudsman Service
  • Customer Services Manager, Egg Banking Plc
  • Multi-site Manager, MacQueen

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Staci Rowland

Ombudsman

Appointed September 2017

Career history

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Integrated Governance Manager, Private Healthcare

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Stefan Riedel

Ombudsman

Appointed October 2013

Career history

  • Lead Adjudicator, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Branch Manager, Royal Bank of Scotland

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Stephanie Mitchell

Ombudsman

Appointed May 2016

Career history

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Adviser, BPP Legal Advice Clinic

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Stephen Cooper

Ombudsman

Appointed March 2010

Career history

  • Founding Partner, Coopers Solicitors
  • Partner, Capsticks Solicitors
  • Solicitor, Barry Lewis Solicitors

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Stephen Dickie

Ombudsman

Appointed May 2016

Career history

  • Head of Casework Teams, Financial Ombudsman Service
  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • District Manager, Yorkshire Building Society

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Stephen Ross

Ombudsman

Appointed February 2017

Career history

  • Senior Legal Adviser, Her Majesty's Courts and Tribunals Service
  • Non-Practising Barrister
  • Probation Officer, Staffordshire Probation Service

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Stephen Trapp

Ombudsman

Appointed November 2016

Career history

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Advisor, Department of Work and Pensions

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Stephen Westlake

Ombudsman

Appointed January 2019

Career history

  • Financial Crime Investigations Manager, Metropolitan Police Service
  • Internal Investigations, Metropolitan Police Service
  • Fraud Investigator, Metropolitan Police Service

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Stephen Wise

Ombudsman

Appointed November 2016

Career history

  • Team Manager, Financial Ombudsman Service
  • Head of Customer Management, Royal Bank of Scotland plc
  • Head of New Accounts, Royal Bank of Scotland plc

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