The Financial Ombudsman Service board has appointed Jenny Simmonds as permanent chief executive officer and James Dipple-Johnstone as permanent chief ombudsman.
The appointments of Simmonds and Dipple-Johnstone follow an open recruitment process led by the board earlier this summer.
Both Simmonds and Dipple-Johnstone initially took up their roles on an interim basis in February 2025.
They have led the service through a significant period of change, working together with the government and the Financial Conduct Authority to develop and deliver a series of reforms to the UK’s redress system.
Since taking on the roles on an interim basis digital improvements have been delivered, with online portals for businesses and consumers rolled out and an enhanced online complaint form.
Th FOS has also introduced charges for professional representatives to refer cases and revised the default interest rate applied to some of the awards it makes.
The service has also consulted on proposals to modernise its case fee structure for businesses to better reflect the work undertaken on complaints.
The FOS also announced that the recruitment process for a permanent chair for is expected to start soon.
This appointment is made by the FCA, with HM Treasury approval. Liam Coleman will remain in the interim post until this process has completed.
FOS interim chair Coleman says: “Jenny and James have provided strong leadership during a period of significant change, delivering improvements to operations and timeliness and driving forward proposals to transform the organisation.”
Simmonds adds: “It’s an honour to lead this organisation and I’m proud of everything we have achieved together over the past year. I’m looking forward to continuing to work with colleagues to improve our service for customers.”
Meanwhile, Dipple-Johnstone comments: “We deliver a vital service and it’s a privilege to be appointed as Chief Ombudsman. The commitment of our colleagues across the organisation gives me great confidence as we continue modernising our service and strengthening the impact we have for consumers and businesses.”
