Complaints Handler

Complaints Handler – Banking & Financial Services (Remote)

We are currently recruiting on behalf of a leading client for multiple Complaints Handler roles within a Banking & Financial Services environment.

Our client is recognised for delivering outstanding customer experience and is looking to strengthen their Financial Services complaints team due to continued growth.

• Start Dates: Various throughout 2026
• Salary: From 30,000 per annum
• Location: Work From Home
• Training: 2 weeks training + 2 weeks Grad Bay
• Contract: Permanent, Full Time (40 hours) – fully flexible required

Job Profile Summary

We are looking for a highly motivated individual who consistently delivers on customer promises and demonstrates strong knowledge of products, policies, and procedures across Financial Services workstreams.

This Complaints Handler role involves working across medium complexity and regulated cases, ensuring all decisions are clearly communicated and understood by customers.

Successful candidates will be confident working in a fast-paced Financial Services environment, adapting to change and managing multiple priorities effectively.

You will ensure full adherence to policies, training & competence schemes, and risk frameworks at all times, while delivering excellent service in the resolution of complaints within SLAs and deadlines. Client values must be demonstrated at all times.

Job Description

• A Complaints Handler will work within standard compliance processes, systems, and procedures, reporting any non-compliance issues appropriately.
• A Complaints Handler will prepare routine correspondence, reports, and documentation, ensuring accuracy and follow-up on outstanding issues.
• A Complaints Handler will investigate and resolve customer complaints, handling complex queries and ensuring fair outcomes in line with Financial Services regulations.
• A Complaints Handler will gather and input data from multiple sources to produce accurate reporting and case updates.
• A Complaints Handler will communicate with customers across multiple channels including phone, email, and written correspondence.
• Financial Services responsibilities include maintaining regulatory compliance, adhering to FCA requirements, and ensuring all complaint handling is completed fairly and within guidelines.

Essential Experience

• Minimum 12 months complaint handling experience in a regulated Financial Services environment in the UK
• Strong communication skills, both written and verbal
• Confident telephone manner with ability to build rapport and support customers effectively
• Excellent organisational skills with ability to manage workload and deadlines
• Strong objection handling skills while maintaining professionalism

Background Checks

• Right to Work in the UK
• Criminal Record Check
• Credit Check
• CIFAS and Sanctions checks
• Other associated screening

Values we look for

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship