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: 25th February 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

Carolyn Harwood

Ombudsman

Appointed May 2013

Career history

  • Barrister and Solicitor, Minter Ellison Rudd Watts, New Zealand
  • Senior Solicitor, Denton Wilde Sapte LLP
  • Legal Counsel, The Royal Bank of Scotland

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Catherine Langley

Ombudsman

Appointed July 2016

Career history

  • Lead Adjudicator, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Associate Director of Rathbone Investment Management

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Cathy Bovan

Ombudsman

Appointed July 2011

Career history

  • Team Manager, Financial Ombudsman Service
  • Management roles at Alliance and Leicester (now Santander)

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Cerys Jones

Ombudsman

Appointed October 2013

Career history

  • Senior Ombudsman, Office of Legal Complaints
  • Lay Member, Medical Practitioner Tribunal Service
  • Lay Member and chair, investigative committee, General Dental Council

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Chandni Green

Ombudsman

Appointed January 2017

Career history

  • Executive Adviser, Financial Ombudsman Service
  • Outreach Officer, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service

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Chantelle Hurn-Ryan

Ombudsman

Appointed February 2013

Career history

  • Adjudicator, Financial Ombudsman Service
  • Broker Service Specialist, Edward Jones
  • Broker Consultant, Legal & General

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Chantelle Sayles

Ombudsman

Appointed October 2019

Career history

  • Policy Adviser, Department for Work and Pensions
  • Case Manager, NEST Corporation  
  • Retirement Solutions Customer Relations Team Leader, LV= 

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Charles Bacon

Ombudsman

Appointed October 2015

Career history

  • Senior Legal Manager, Nationwide Building Society
  • Partner at Fergus Houghton & Co
  • Solicitor at Daw Roberts & Andrew and Clark Willmott & Clarke

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Charlie Newton

Ombudsman

Appointed July 2016

Career history

  • Adjudicator, Financial Ombudsman Service
  • Product Specialist, John Charcol
  • Mortgage Advisor, Alexander Hall

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Charlotte Wilson

Ombudsman

Appointed September 2014

Career history

  • Adjudicator, Financial Ombudsman Service
  • Paralegal Officer, Crown Prosecution Service

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Chloe Wooles

Ombudsman

Appointed June 2011

Career history

  • Technical Writer, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Financial Adviser, Britannia Building Society

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Chris Bick

Ombudsman

Appointed September 2017

Career history

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

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