Complaints Handler

We are seeking an experienced Complaints Handler with a background in a regulated financial services environment, ideally with specific knowledge of mortgage products or similar regulated offerings. Benefits as Complaints Handler include: * £32K DOE plus benefits including Bonus * Hybrid model: 5 days a week in the office for first 6 months during probation moving to Hybrid (3 days office). Role: Complaints Handler (Financial Services) Key Responsibilities: * Manage complaints from end to end, taking full ownership * Conduct detailed fact-finding, identify root causes, and carry out thorough investigations * Deliver fair and well-reasoned resolutions, including writing formal complaint responses and making final decisions * Liaise directly with customers as well as third parties such as the Financial Ombudsman Service (FOS) * Handle a wide range of complaint types, including both product-related issues (e.g. suitability of products) and service-related concerns (e.g. customer service experience) Requirements: * Proven experience handling complaints within a regulated financial services environment * Strong understanding of complaint handling processes from investigation through to resolution * Experience dealing with external bodies such as the FOS * Excellent written communication and decision-making skills Additional Information: This role requires a solid understanding of financial services regulations, particularly around product positioning, customer treatment, and complaint handling standards. There will be a learning curve, so prior regulated experience is essential. If you are detail-oriented, customer-focused, and confident managing complex cases independently, and love the sound of this Complaints Handler role, we’d love to hear from you