Complaint Handler

Job Description

An exciting opportunity has arisen for a CISL Complaint Handler to join a dynamic compliance team within the financial services sector on an initial 6 month contract basis. In this role, you will manage and resolve customer complaints relating to investment platforms, SIPP/ISA products, and advisory services. You will play a key role in ensuring all complaints are handled in line with FCA DISP rules and Consumer Duty requirements, while delivering fair and timely outcomes. This position is ideal for a detail-oriented professional who thrives in a fast-paced environment and is passionate about maintaining high standards of customer care and regulatory compliance.

Duties & Responsibilities

• Manage, investigate, and resolve customer complaints in line with FCA DISP rules
• Analyse complex customer journeys across investment platforms and advisory services
• Ensure fair and consistent customer outcomes in line with Consumer Duty principles
• Maintain accurate records and documentation of complaint handling activities
• Communicate clearly with customers, advisers, and internal stakeholders
• Monitor deadlines and manage a caseload effectively within required timeframes
• Identify trends and potential risks arising from complaints
• Support continuous improvement of complaint handling processes and controls

Education & Skills Required

• Previous experience handling complaints within financial services
• Strong understanding of FCA DISP rules and Consumer Duty
• Excellent written and verbal communication skills
• High level of accuracy and attention to detail
• Ability to manage multiple cases in a deadline-driven environment
• Knowledge of investment platforms, SIPP/ISA products, CASS principles, and adviser distribution models; professional qualifications desirable

Apply Now If you have the skills and experience to deliver excellent customer outcomes and thrive in a compliance-focused environment, apply today and take the next step in your financial services career.