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

Steve Thomas

Ombudsman

Appointed October 2012

Career history

  • Head of Casework Teams, Financial Ombudsman Service
  • Casework Operations Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Independent Financial Advisor, Woolwich Independent Financial Advisory Service Ltd

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Steve Townsley

Ombudsman

Appointed October 2018

Career history

  • Ombudsman Leader, Financial Ombudsman Service
  • Director of Business Excellence and Operations, The Shaw Trust
  • Director of Quality and Audit, Action for Employment

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Sue Peters

Ombudsman

Appointed April 2012

Career history

  • Managing Director Investments, Social Investment Business
  • Director - Culture Finance NW
  • Business Strategist -  North West Development Agency

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Sue Wrigley

Ombudsman

Appointed June 2011

Career history

  • Ombudsman, Financial Ombudsman Service
  • Assistant Director, Office for the Supervision of Solicitors
  • Solicitor, Private Practice

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Susan Ewins

Ombudsman

Appointed August 2015

Career history

  • Senior Manager, Investigations and Quality Assurance, Healthcare Commission
  • Head of Casework, the Disability Rights Commission
  • Manager and Senior Investigator, Commission for Racial Equality

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Susan Webb

Ombudsman

Appointed July 2013

Career history

  • Adjudicator, Solicitors Regulation Authority
  • Manager, Client Relations Office, The Law Society
  • Manager, Solicitors Practice Unit, Office for the Supervision of Solicitors
  • Solicitor, Private practice

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Suzannah Stuart

Ombudsman

Appointed February 2010

Career history

  • Manager of Retail Policy and Retail Themes, the Financial Services Authority
  • Marketing Manager, Abbey National

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Tara Richardson

Ombudsman

Appointed October 2019

Career history

  • Customer Care Manager, Allied Irish Bank (GB)
  • Customer Experience Manager, Savings Direct, Allied Irish Bank (GB)
  • Customer Care - Senior Banking Official, Allied Irish Bank (GB)

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Tero Hiltunen

Ombudsman

Appointed July 2016

Career history

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

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Terry Woodham

Ombudsman

Appointed January 2017

Career history

  • Adjudicator, Financial Ombudsman Service
  • Administrator, Crispin Spears and Partners
  • Customer Service Officer, Coutts and Co

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Thomas Brissenden

Ombudsman

Appointed November 2016

Career history

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Personal Banker, Santander

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Thomas White

Ombudsman

Appointed January 2017

Career history

  • Lead Adjudicator, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service

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