Senior Complaints Handler
Location: Liverpool Support Centre
Salary: £29,000 per annum
Contract: Permanent
Closing Date: 07 October 2026
We're looking for an experienced Senior Complaints Handler to join our Complaints & Quality Assurance team.
You'll be responsible for investigating and resolving customer complaints fairly, professionally, and within FCA timescales, ensuring excellent customer outcomes and regulatory compliance.
Job details
Salary £29,000 Per Annum, plus the opportunity to earn a discretionary company bonus. Contractual hours 37.5 Basis Full time Region L30 4AB Package A wide variety of company benefits from our Perk Central platform employee discounts on jewellery and travel money, cycle to work scheme, season ticket loans to support your travel and many many more...
Key Responsibilities
- Manage complaints from receipt through to resolution.
- Investigate complex cases, gathering evidence from customers, branches, CCTV, and internal systems.
- Produce FCA-compliant Final Response Letters.
- Support Financial Ombudsman Service referrals where required.
- Identify root causes and recommend improvements.
- Ensure compliance with FCA regulations, Consumer Duty, GDPR, and relevant legislation.
What We're Looking For
Essential:
- Complaints handling experience within financial services.
- Strong knowledge of FCA DISP rules and Consumer Duty.
- Experience resolving complex complaints independently.
- Excellent written communication and analytical skills.
- GCSEs (or equivalent) in English and Maths.
Desirable:
- Experience in pawnbroking, consumer lending, jewellery retail, or FOS case handling.
- Knowledge of the Consumer Rights Act 2015.
- Experience in complaint reporting and trend analysis.
If you're passionate about delivering fair customer outcomes and thrive in a regulated environment, we'd love to hear from you.
EST 1897, H&T, H&T Asset Finance, H&T Finance, H&T Jewellery, H&T Money, H&T Pawnbrokers, handt.co.uk, www.handtloans.co.uk and Harvey & Thompson Limited are trading names of Harvey & Thompson Limited. Registered in England and Wales No. 02636684 and VAT number 840 14 89 39. Registered office: Times House, Throwley Way, Sutton, Surrey SM14AF Authorised and Regulated by the Financial Conduct Authority for Consumer Credit (please note that Cheque Cashing, FX, retail purchases and sales are not regulated by the FCA). Our Firm Reference Number is 677994 and we can be found on the Financial Services Register. Members of the NPA (member no.000351), CCTA (member no. CCTA501), and CSA (member no.845).
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Senior Complaints Handler in Liverpool employer: H&T Group plc
At H&T, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment in Stirling. Our team members enjoy comprehensive benefits, including generous holiday allowances, ongoing training, and clear pathways for career progression, all while being part of a passionate group dedicated to delivering outstanding customer service. With the opportunity to earn discretionary bonuses and access to exclusive employee discounts, H&T is committed to recognising and rewarding the contributions of every colleague.
