Financial Ombudsman Service  

Fos appoints deputy chief ombudsman and COO

Fos appoints deputy chief ombudsman and COO
James Dipple-Johnstone, deputy chief ombudsman at the Financial Ombudsman Service

The Financial Ombudsman Service has appointed James Dipple-Johnstone to the role of deputy chief ombudsman and Karl Khan as chief operating officer.

The appointments come after Abby Thomas was appointed to the role of chief executive and chief ombudsman last month.

Dipple-Johnstone joins from the Information Commissioner’s Office (ICO) where he is currently deputy commissioner.

In his role for the ICO, he provides strategic leadership focused on the efforts towards dispute resolution and enforcement at domestic and international level. 

Prior to this, Dipple-Johnstone held senior posts in UK police, health and government oversight agencies leading teams dealing with professional misconduct, criminal, maladministration, information rights and fraud complaints.

He said: “I’m excited to take up this role with the Financial Ombudsman, which gives me the opportunity to help maintain public trust in the UK financial services sector by delivering a fair and impartial complaints and investigations service. 

“I’m committed to bringing improvements to people’s lives by delivering positive outcomes for the service.”

Elsewhere, Khan has recently completed a secondment from HM Revenue and Customs to the UK Health Security Agency as operations performance and improvement director. 

He initially joined NHS Test and Trace in response to the pandemic and successfully led the team that implemented community testing to all local authorities in England.

Previously, Khan was interim director general, customer services group at HMRC, responsible for the strategy and delivery of customer facing operations.

“The Financial Ombudsman is an organisation with core aims and values that align with my own, delivering great customer service with integrity and fairness,” he said. 

“I’m very proud and passionate about good public services and this is a great opportunity where I can use my experience and contribute to making a difference to society.” 

Both Dipple-Johnstone and Khan’s roles will be effective from October 3. 

Fos chair Baroness Manzoor, said: “I am delighted that James and Karl will be joining the Financial Ombudsman, who have both demonstrated strong senior leadership skills and who bring a wealth of experience of working in large customer focused organisations. 

“These are key roles in the new executive team we are putting in place, headed by Abby Thomas who will join us by October 3, and will also include the chief people officer and chief finance and risk officer roles that we are currently recruiting.”

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