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
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
Constance Chinhengo
Ombudsman
Appointed April 2018
Career history
- Head of casework teams, Financial Ombudsman Service
- Team Manager PPI, Financial Ombudsman Service
- Branch Manager/Academy Manager, HSBC Bank plc
Corinne Brown
Ombudsman
Appointed October 2020
Career history
- Trading Standards Team Manager, Warwickshire County Council
- Contracts Specialist, Warwickshire County Council
- Senior Trading Standards Officer, Leicestershire County Council
Dan Prevett
Ombudsman
Appointed October 2018
Career history
- Team Manager, Financial Ombudsman Service
- Service Team Manager, Bupa Health and Wellbeing
- Member Service Advisor, Bupa Health and Wellbeing
Daniel Little
Ombudsman
Appointed February 2013
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
Daniel Martin
Ombudsman
Appointed April 2014
Career history
- Senior Policy Advisor, The Royal British Legion
- Policy Officer, Shelter
- Legal Caseworker, Shelter
Daniel O'Shea
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Retail Manager
Daniel O’Dell
Ombudsman
Appointed September 2017
Career history
- Team Manager, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Personal banker, Barclays bank
Daniel Picken
Ombudsman
Appointed February 2016
Career history
- Lead Adjudicator, Financial Ombudsman Service
- Adjudicator, Financial Ombudsman Service
- Consumer Consultant, Financial Ombudsman Service
Danielle Padden
Ombudsman
Appointed January 2017
Career history
- Team Manager, Financial Ombudsman Service
- Executive Adviser, Financial Ombudsman Service
- Litigation and Claims Recovery Executive, Cosmos Holidays
Dara Islam
Ombudsman
Appointed April 2015
Career history
- Barrister (seconded), Financial Conduct Authority
- Senior Crown Prosecutor (seconded), Crown Prosecution Service
- Barrister, Red Lion Chambers
Dave Morgan
Ombudsman
Appointed November 2020
Career history
- Centre Administrator, Bagworth Community Centre Trust
- Relationship Director, Barclays Corporate Banking
- Customer Review Director (Interest Rate Hedging Resolutions Team), Barclays Bank
David Ashley
Ombudsman
Appointed May 2010
Career history
- Adjudicator, Financial Ombudsman Service
- Financial Representative, Britannic Assurance
