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.
Interim Chief Ombudsman
James Dipple-Johnstone
Interim 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
Rachel Lam
Managing Ombudsman Director (interim)
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
Richard West
Ombudsman Director
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
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
James Mycroft
Ombudsman Director
Appointed January 2025
Career history
- Head of Strategy, Shawbrook Bank
- Chief Operations Officer, Sonovate
- Head of Customer Service, Principality Building Society
- Chief Operating Officer, Nemo Personal Finance
- Non-Executive Director, Welsh Ambulance Service NHS Trust
- Director of Customer Service, BT Group
Andy Wright
Ombudsman Director (interim)
Appointed April 2020
Career history
- Director of Mergers, Competition & Markets Authority
- Director, Mergers, Markets and Regulatory Appeals, Competition Commission
- Corporate Finance Manager, Deloitte
- Assurance and Advisory Manager, Andersen
Our Ombudsmen in alphabetical order
Sam Wedderburn
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Customer Service Manager, HSBC
Sandra Greene
Ombudsman
Appointed September 2014
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Branch Manager, NatWest Bank
Sandra Quinn
Ombudsman
Appointed October 2013
Career history
- Director of Communications, Payments Council
- Head of European policy, APACS
- Chief Executive's Department, Wiltshire County Council
Sandra Quinn
Ombudsman
Appointed June 2022
Career history
- Director of Communications, Payments Council
- Head of European Policy, APACS
Sarah Baalham
Ombudsman
Appointed November 2020
Career history
- Lay Member (Fitness to Practice Panel), General Dental Council
- Disability Qualified Tribunal Member, Her Majesty's Courts and Tribunals Service
- Lay Member (Disciplinary Tribunal Pool), The Bar Tribunals and Adjudication Service
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 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
