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
Steve Evans
Ombudsman
- Head of Casework Coordination (mass claims), Financial Ombudsman Service
- Head of Operational Contact, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
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
Sue Peters
Ombudsman
Appointed April 2012
Career history
- Managing Director Investments, Social Investment Business
- Director - Culture Finance NW
- Business Strategist - North West Development Agency
Sunil Mirchandani
Ombudsman
Appointed July 2023
- Head of Casework Operations, Financial Ombudsman Service
- Head of Casework Teams, Financial Ombudsman Service
- Team manager, Financial Ombudsman Service
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
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
Suzannah Stuart
Ombudsman
Appointed February 2010
Career history
- Manager of Retail Policy and Retail Themes, the Financial Services Authority
- Marketing Manager, Abbey National
Tania Henry
Ombudsman
Appointed March 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
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)
Tero Hiltunen
Ombudsman
Appointed July 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Terry Woodham
Ombudsman
Appointed January 2017
Career history
- Adjudicator, Financial Ombudsman Service
- Administrator, Crispin Spears and Partners
- Customer Service Officer, Coutts and Co
Thom Bennett
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
