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
Thomas Brissenden
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Personal Banker, Santander
Thomas Cardia
Ombudsman
Appointed September 2023
Career history
- Senior Adviser, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Senior Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Adviser, Santander
Thomas White
Ombudsman
Appointed January 2017
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Timothy Bailey
Ombudsman
Appointed August 2014
Career history
- Interim Director of Scrutiny and Quality, Professional Standards Authority
- Head of Referrals, Standards Board for England
- Investigator, Independent Housing Ombudsman
Timothy Doe
Ombudsman
Appointed March 2024
Career history
- Senior investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Timothy Wilkes
Ombudsman
Appointed October 2019
Career history
- Police Officer, Hertfordshire Constabulary
- Police Sergeant, Hertfordshire Constabulary
Tom Wagstaff
Ombudsman
Appointed January 2017
Career history
- Team Manager, Financial Ombudsman Service
- Manager, Royal Bank of Scotland Private Banking and Investments
- Team Manager, Devitt Insurance Brokers
Tom Whittington
Ombudsman
Appointed November 2016
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Tony Massiah
Ombudsman
Appointed June 2021
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- PPI Consultant, Financial Ombudsman Service
Vanisha Patel
Ombudsman
Appointed March 2024
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Vicki Blackwood
Ombudsman
Appointed July 2016
Career history
- Adjudicator, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
Victoria Cheyne
Ombudsman
Appointed September 2023
Career history
- Senior Investigator, Financial Ombudsman Service
- Investigator, Financial Ombudsman Service
- Police Special Constable, Metropolitan Police Service
- Adjudicator, Financial Ombudsman Service
