Complaints Investigator

p Complaints Investigator (Contract) /p p strong 3-Month Contract | Immediate Start | Hybrid Working /strong /p p br /p p I am currently supporting a leading financial services organisation in the appointment of an experienced Complaints Investigator to join a high-performing team responsible for handling complex and sensitive customer complaints. /p p br /p p This is an strong initial 3-month contract /strong with an strong immediate start /strong , offering the opportunity to work on a varied caseload within a fast-paced and highly regulated environment. /p p This role would suit candidates with a background in banking, investments, wealth management, pensions, insurance, trading platforms, regulatory remediation or dispute resolution. /p p br /p p strong Key Responsibilities /strong /p ul li Managing complaints from initial receipt through to final response. /li li Conducting detailed investigations, reviewing evidence and customer records. /li li Making fair, balanced and well-reasoned decisions in line with regulatory requirements. /li li Drafting high-quality final response letters. /li li Liaising with internal stakeholders, compliance teams and senior management. /li li Identifying root causes and contributing to customer outcome improvements. /li li Handling escalated and complex cases, including those with potential Financial Ombudsman involvement. /li /ul p br /p p strong What Were Looking For /strong /p ul li Previous experience handling complex financial services complaints. /li li Strong understanding of FCA complaint handling requirements and Consumer Duty. /li li Experience investigating complaints and reaching evidence-based decisions. /li li Excellent written communication skills and attention to detail. /li li Ability to manage a busy caseload whilst maintaining quality standards. /li li Strong analytical and problem-solving skills. /li li Available to start at short notice or immediately. /li /ul p br /p p strong Desirable Background /strong /p p We are particularly interested in candidates from: /p ul li Financial Ombudsman Service (FOS) /li li Financial Services Compensation Scheme (FSCS) /li li FCA /li li Banking /li li Wealth Management /li li Investment Platforms /li li Trading Brokerage Firms /li li Insurance /li li Pensions /li li Regulatory Remediation Programmes /li /ul p br /p p strong Whats Important /strong /p p Were looking for investigators, not administrators. The successful candidate will be comfortable reviewing complex information, challenging evidence where required, making balanced decisions and clearly articulating outcomes to customers and stakeholders. /p