Lewis Shand Smith is the Chief Ombudsman. Though Lewis makes the final decision in a considerable number of cases, he is largely responsible for ensuring the quality and consistency of the final decisions that the ombudsman team makes. He is supported in his work by a team of ombudsmen:

Dr Richard Sills Ombudsman (lead responsibility for Energy Ombudsman complaints)

Andrew Walker Ombudsman (lead responsibility for Otelo complaints)

Gillian Fleming Ombudsman (lead responsibility for Property complaints)

Debra Vaughan-Massey Assistant Ombudsman

Sarah Daniel Assistant Ombudsman

John Baguley Assistant Ombudsman

It is important to remember that a decision made by any member of the ombudsman team is final and cannot be reconsidered by another.