Complaints Specialist

London-based Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings. We’re changing that. We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in.

2025 is a big year for us. In January, we announced a game-changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space. This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers.

We’re looking for a proactive and detail-oriented Complaints Specialist to join our Customer Operations team. In this role, you’ll play a key part in maintaining our commitment to delivering a fair, timely, and compliant complaints-handling process in line with FCA expectations. You’ll be the voice of Freetrade when things haven’t gone to plan — listening to our customers, investigating concerns, and working cross-functionally to reach meaningful resolutions. You’ll also help us spot patterns and drive improvements to prevent future issues.

What You’ll Do

• Receive and manage incoming customer complaints across various channels
• Accurately log and categorise complaints in our internal systems
• Investigate issues by gathering relevant information and collaborating with internal teams
• Provide timely and clear updates to customers on the progress of their complaint
• Escalate complex or high-risk complaints to senior team members where appropriate
• Draft responses to the Financial Ombudsman Service (FOS) as needed
• Identify trends in complaints and contribute to process improvement initiatives
• Collaborate with Compliance to ensure we meet all regulatory obligations
• Uphold Freetrade’s internal policies and FCA standards in all complaint handling
• Maintain effective feedback loops with internal teams to drive continuous service improvement

What We Are Looking For

• At least 3 years of experience handling complaints in a financially regulated environment
• Strong understanding of the Financial Ombudsman Service and how it operates
• A clear, concise, and empathetic communicator with excellent written communication skills
• A highly organised, self-motivated individual who is comfortable working in a fast-paced environment
• Confidence working cross-functionally with different departments
• Experience using tools like Intercom and Google Workspace is a plus, but not required

Career Progression Opportunities

• Opportunity to grow within the Complaints team (e.g. Senior Complaints Specialist)
• Career development support and the ability to explore other areas of the business over time
• A collaborative and mission-driven team environment
• A chance to shape and improve how we support customers at scale

Logistics & Benefits

Freetrade is the place to accelerate your career. Our benefits package and ways of working are designed to attract and retain the most talented people who are dedicated to making an impact at Freetrade. Here’s what’s on offer in 2025:

• Office first culture - we have beautiful office spaces in central London and Budapest where four days a week you collaborate with colleagues in person, one of our core behaviours is that we’re a team that works better together.
• Values - at Freetrade we live and breathe our values: Honesty, Focus and Grit. Expect to be asked about these in your interview!
• Competitive salary – carefully benchmarked.
• Holidays – 25 days plus UK public holidays. Your birthday off, plus one extra day for every year at Freetrade.
• Enhanced pension – We’ll match your contributions up to 5%.
• Group Life Insurance – Protect your loved ones with coverage at 5x your salary, ensuring financial security in any circumstance.
• Private Health Insurance – Which includes access to high quality medical care, mental health support, dental and vision plans, Wellness programs and preventative care initiatives are also provided to ensure the wellbeing of your entire family.
• Income Protection Cover – Safeguard your income with comprehensive coverage, ensuring financial stability in the event of illness or injury.
• Enhanced parental leave – Time off when it matters most.
• Flexibility for those who need it – We’re office-first, but life happens. Whether you’re a parent or have care responsibilities, we focus on output and trust you to manage your time.
• Learning & Development – We fund industry qualifications so you can grow as a financial services professional.
• Cycle to Work scheme – Get a high quality bike and gear through our salary sacrifice scheme, spreading the cost with tax free monthly installments.
• Paid Sick Leave – Receive 10 days of fully paid sick leave each calendar year.

Following the close of the deal to become part of IG Group, you can expect that our benefits package will further improve to align with the benefits on offer.

Interview Process

We keep things simple and transparent. Our process typically includes:

• Initial interview – A chat with one of our Talent Specialists.
• Task – Show us how you think and solve problems.
• Hiring Manager interview – A deep dive into your skills and experience.
• Executive interview – A conversation with our stakeholders, where we also assess cultural fit.

We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you.