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- Tasks: Investigate motor finance complaints and make fair decisions on disputes.
- Company: Join the Financial Ombudsman Service, a leader in resolving financial disputes.
- Benefits: Enjoy a competitive day rate, remote work, and comprehensive training.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience in resolving complaints, especially in motor finance or lending.
- Other info: Fully remote role for 12 months; must provide your own equipment.
The predicted salary is between 42000 - 52000 £ per year.
Join to apply for the Motor Finance Complaints Investigator role at Financial Ombudsman Service
Join to apply for the Motor Finance Complaints Investigator role at Financial Ombudsman Service
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Direct message the job poster from Financial Ombudsman Service
We are currently recruiting for 26 x Contingent Investigators . This assignment will be home-based for the duration of the assignment – which is 12 months – and must be carried out from the UK – for the purposes of the assignment, the UK is defined as England, Scotland, Wales and Northern Ireland. It will pay a starting rate of £210 per day (Umbrella) – increasing to £260 after accreditation – to join our client, the Financial Ombudsman Service , the organisation that settles individual disputes between financial businesses and their customers.
As the assignment is performed from home, you will need to provide your own equipment, such as laptop etc and have a reliable internet connection and appropriate environment for carrying out the assignment.
The assignment will require you to investigate both sides of a dispute and then make a fair and reasonable decision on the outcome. You’ll begin your assignment by joining our internal training academy programme, conducted remotely, to ensure we are setting you up for success.
The ideal candidate for this assignment will –
- have experience of resolving complaints/disputes and being the decision maker.
- ideally you will have recent experience and prior knowledge of motor finance complaints or general lending in the Consumer Credit area (which will include Section 75, quality of goods and complaints centred on lending considerations)
- have excellent problem solving and decision-making skills, with outstanding attention to detail
- have a focus on quality, customer service and doing the right thing
- have great written and verbal communication skills
- have the ability to think critically, analysing large volumes of information and able to identify inconsistencies in that information to reach a fair and reasonable outcome
- be able to handle customer enquiries on the telephone, building rapport and remaining composed under pressure
- have experience managing conflicting deadlines with great time management skills
This role will specialise in Motor finance complaints – meaning we are seeking industry specialists in this area.
We are seeking candidates with experience in some of the below:
- Car/motor Finance
- Unaffordable/irresponsible/unsecured lending
- Payday/personal loans
- Credit cards
- Logbook loans
- Goods and services bought with credit
- Motor insurance
- Car Finance Commission
- Section 75
We do not consider PPI experience as relevant.
In return you will be rewarded with a generous day rate – with in-depth training and support. Your knowledge will grow quickly, and this is a genuine opportunity to work with an exceptional company.
The available start date is 13th October 2025 and the initial tenure for the assignment is 12 months. This full-time Contingent Investigator assignment is deemed to be inside IR35.
For this role, you will go through a multi-stage recruitment process before receiving an offer. This includes an online psychometrics testing, telephone interview with Reed, and a competency-based interview with the Service.
If you have the experience we have detailed in this advertisement, please apply with an updated version of your CV. We are looking for product details within your CV, so be sure to include the complaint types you’ve managed.
- Location – fully remote (must be working in the UK)
- Duration – 12 months temporary assignment
- Equipment – must use your own equipment
Please note, if you have worked for a motor finance provider within the last 6 months, unfortunately we are unable to progress an application due to conflict of interests. We are looking forward to reviewing your application.
We are looking forward to reviewing your application.
Seniority level
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Seniority level
Mid-Senior level
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Employment type
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Job function
Finance
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Motor Finance Complaints Investigator employer: Financial Ombudsman Service
Contact Detail:
Financial Ombudsman Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Motor Finance Complaints Investigator
✨Tip Number 1
Familiarise yourself with the specific types of motor finance complaints mentioned in the job description. Understanding issues like unaffordable lending and Section 75 will help you demonstrate your expertise during interviews.
✨Tip Number 2
Prepare for the psychometric testing by practising similar assessments online. This will help you feel more comfortable and confident when it comes time to take the test as part of the recruitment process.
✨Tip Number 3
Brush up on your problem-solving and decision-making skills. Consider real-life scenarios where you've had to resolve disputes, as these examples will be valuable during your competency-based interview.
✨Tip Number 4
Since this role requires excellent communication skills, practice articulating your thoughts clearly and concisely. You might even want to conduct mock interviews with a friend to refine your verbal communication.
We think you need these skills to ace Motor Finance Complaints Investigator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in resolving complaints and disputes, particularly in motor finance. Include specific complaint types you've managed to demonstrate your expertise.
Craft a Strong Cover Letter: Write a cover letter that clearly outlines your problem-solving skills and decision-making abilities. Mention your attention to detail and customer service focus, as these are key qualities for the role.
Prepare for Psychometric Testing: Familiarise yourself with common psychometric tests. Practice logical reasoning and situational judgement tests to ensure you perform well during the online assessment stage of the recruitment process.
Highlight Relevant Skills: In your application, emphasise your ability to analyse large volumes of information and identify inconsistencies. This is crucial for making fair and reasonable decisions in complaints investigations.
How to prepare for a job interview at Financial Ombudsman Service
✨Showcase Your Complaint Resolution Experience
Make sure to highlight your previous experience in resolving complaints and disputes. Be prepared to discuss specific cases where you made decisions and the outcomes, as this will demonstrate your capability to handle similar situations in the role.
✨Demonstrate Attention to Detail
Given the nature of the role, it's crucial to showcase your attention to detail. Prepare examples that illustrate how you've identified inconsistencies in information or documentation in past roles, as this skill is vital for making fair decisions.
✨Prepare for Competency-Based Questions
Since the interview will include competency-based questions, think about scenarios where you've had to manage conflicting deadlines or handle customer enquiries under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Familiarise Yourself with Motor Finance Regulations
Brush up on your knowledge of motor finance complaints and relevant regulations, such as Section 75. Being able to discuss these topics confidently will show your expertise and readiness for the role, making you a more attractive candidate.
