Complaints Assurance Analyst

We’re working with a leading legal and advisory firm on a high-profile regulatory remediation programme involving historic customer complaints in the retail banking sector. We’re looking for a Complaints Assurance Analyst to support the review and quality assurance of previously-handled complaints, ensuring compliance with FCA expectations. This is a 6-month contract with strong potential for extension. The role is hybrid, with three days per week required on-site in central London. You will be responsible for: Reviewing historic customer complaint cases for regulatory compliance and outcome fairness Conducting sample-based QA and audit testing across large complaint populations Applying knowledge of DISP rules and FCA expectations to remediation activity Identifying issues in case handling or customer treatment during the complaint lifecycle Supporting documentation and escalation processes for findings Experience in complaints handling, complaints QA, or remediation within financial services A strong understanding of FCA DISP rules and relevant conduct regulation Familiarity with retail banking products such as packaged accounts, pension reviews, or investment advice Prior involvement in large-scale complaints programmes or regulatory reviews (desirable) A structured, detail-oriented approach and the ability to work independently within QA frameworks Initial 6-month contract. #J-18808-Ljbffr