Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Investigate and resolve customer complaints while ensuring compliance with regulations.
- Company: Established B2B SME lender focused on customer fairness and regulatory excellence.
- Benefits: Competitive salary, flexible working arrangements, and a supportive environment.
- Why this job: Make a real difference in customer experiences and improve processes.
- Qualifications: Experience in handling complaints within financial services and strong communication skills.
- Other info: Join a growing team with exposure to diverse complaints and regulatory matters.
The predicted salary is between 36000 - 60000 £ per year.
The Opportunity
Our client is a well-established and growing B2B SME lender, providing tailored funding solutions to small and medium-sized businesses across the UK. As part of their ongoing commitment to customer fairness and regulatory excellence, they are seeking an experienced Complaints Handler to join their risk and compliance function. This role plays a critical part in ensuring complaints are investigated thoroughly, resolved fairly, and handled in line with regulatory requirements and internal policies.
Key Responsibilities
- Manage and investigate customer complaints from initial receipt through to final resolution
- Acknowledge complaints within required timeframes and maintain clear, professional communication with customers throughout the process
- Conduct fair, impartial, and detailed investigations, gathering evidence from relevant internal stakeholders
- Draft clear and compliant final response letters, including Financial Ombudsman Service (FOS) referral rights where applicable
- Ensure complaints are handled in accordance with FCA rules, DISP requirements, and internal procedures
- Accurately record complaints, actions, and outcomes within internal systems
- Identify root causes and trends in complaints, escalating risks and making recommendations for process improvements
- Liaise with compliance, legal, underwriting, collections, and customer-facing teams as required
- Support responses to FOS cases and regulatory queries when necessary
Skills & Experience
- Previous experience handling complaints within financial services, ideally within lending, banking, or SME finance
- Strong understanding of FCA regulations and DISP rules
- Experience dealing with B2B complaints (desirable)
- Excellent written communication skills, with the ability to produce clear and professional final responses
- Strong investigative and analytical skills
- Ability to manage a varied caseload and meet regulatory deadlines
- High attention to detail and a balanced, customer-focused approach
- Confident stakeholder management and the ability to challenge constructively
Personal Attributes
- Fair, objective, and resilient when dealing with complex or sensitive cases
- Highly organised with strong time-management skills
- Comfortable working independently while collaborating with wider teams
- Committed to delivering good customer outcomes and continuous improvement
What Our Client Offers
- Competitive salary and benefits package
- Flexible working arrangements
- Opportunity to join a growing, specialist SME lender
- Exposure to a broad range of complaints and regulatory matters
- Supportive and professional working environment
Complaints Assessor in London employer: Fintellect Recruitment
Contact Detail:
Fintellect Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Assessor in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and understanding their values. Tailor your responses to show how your experience aligns with their mission, especially in handling complaints and ensuring customer fairness.
✨Tip Number 3
Practice your communication skills! Since this role involves a lot of interaction, being able to articulate your thoughts clearly and professionally is key. Consider mock interviews with friends or mentors to sharpen your delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Complaints Assessor in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in handling complaints, especially within financial services. We want to see how your skills align with the role of a Complaints Assessor!
Show Off Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear, professional, and free from errors. We love a well-structured response that showcases your ability to draft compliant letters.
Highlight Your Investigative Skills: Don’t forget to mention any experience you have with conducting thorough investigations. We’re looking for candidates who can gather evidence and analyse complaints effectively, so share specific examples!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Fintellect Recruitment
✨Know Your Regulations
Familiarise yourself with FCA regulations and DISP rules before the interview. Being able to discuss these confidently will show that you understand the framework within which the company operates, and it demonstrates your commitment to compliance.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle specific complaints or challenging situations. Think of examples from your past experience where you successfully resolved issues, and be ready to explain your thought process and the steps you took.
✨Showcase Your Communication Skills
Since excellent written communication is key for this role, practice drafting clear and concise responses to hypothetical complaints. This will not only help you articulate your thoughts during the interview but also demonstrate your ability to produce professional correspondence.
✨Highlight Your Analytical Skills
Be prepared to discuss how you identify root causes and trends in complaints. Share examples of how you've used data or feedback to improve processes in previous roles, as this will illustrate your analytical mindset and commitment to continuous improvement.
