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our organisation chart

our board and executive team


  • decisions and professional leadership
    Led by Richard Thompson, our principal ombudsman and quality director – working with our panel of ombudsmen.
  • new services
    Led by Garry Wilkinson, our principal ombudsman and director of new services.
  • casework operations
    Led by Chris McDermott, our chief operating officer – working with our senior operational team
  • In addition to our panel of ombudsmen, we also employ around 2,000 adjudicators who work across all areas of our service – handling complaints about PPI, banking, insurance, pensions and investments. We usually appoint our adjudicators on a permanent basis, unless there's an operational reason to do otherwise. We explain our approach to recruitment on our careers page.

organisational support