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For Companies At a Glance
- Tasks: Investigate and resolve complaints fairly while ensuring customer satisfaction.
- Company: Join Quilter plc, a leading wealth management business with a focus on innovation.
- Benefits: Enjoy 26 days of holiday, a pension scheme, and flexible benefits tailored to you.
- Why this job: Make a real impact on customer outcomes in a dynamic and supportive environment.
- Qualifications: Level 4 diploma in Financial Planning/Advice and experience in financial services preferred.
- Other info: Fully remote role with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Locations: England (Home Workers)
Time type: Full time
Posted on: Posted Today
Time left to apply: End Date: February 16, 2026 (18 days left to apply)
Job requisition id: R5010
Fixed Term Contract Duration - 9 Months
About the Business
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £134.8 billion in customer investments (as of September 2025). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management.
About the Role
Level: 3
Location: Fully remote
Contract: Fixed Term Contract/Secondment
Contract duration: 9 months
To investigate and resolve all regulated complaints in a fair and impartial manner. You should already have good understanding of the regulatory timescales and deadlines associated with complaint resolution. You will be required to take case ownership and conduct a comprehensive investigation into all available information and documentation. Duties extend to dealing with all cases that are referred to the Financial Ombudsman Service. Ultimately focused on resolving complaints fairly and ensuring that ‘good customer outcomes’ are realised both now and in the future.
- To investigate all expressions of dissatisfaction within a timely manner.
- To liaise with all stakeholders, including Insurers, Legal entities and Regulators.
- To correspond directly with the Financial Ombudsman Service and in particular: Adjudicators and Ombudsmen.
- To ensure that we adhere to all the requirements of DISP Resolution (ref: FCA Handbook).
Consumer Duty
This role will directly impact good customer outcomes by ensuring foreseeable harm is lessened by robust investigations and always ensuring consumer protection. Whilst this isn’t a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers by ensuring our customers understand the products and services delivered by our advisers are aligned to good value and price.
About You
- Previous experience as a Complaints Investigator desirable.
- You would have worked within a Financial Services environment.
- You will have experience in dealing with regulatory complaints within a Financial Services environment.
- A broad knowledge and understanding of Financial Services regulation.
- A good understanding of the regulator’s approach to complaints.
- A commitment to TCF and a good understanding of DISP Resolution (ref: FCA Handbook).
Candidates must have their Level 4 diploma in Financial Planning/Advice.
Inclusion & Diversity
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.
Values
- Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
- Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs.
- Embrace challenge: We aim high to transform our potential into meaningful outcomes.
- Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone.
Core Benefits
- Holiday: 182 hours (26 days)
- Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
- Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
- Healthcare Cash Plan: Jersey employees only.
- Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.
In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.
We create brighter financial futures for every generation. We do this by guiding our customers and their families through the complexity of planning for their financial future, responding to their rapidly evolving needs and giving them peace of mind.
We are passionate about building an inclusive culture where everyone’s contribution is valued, and our people can thrive. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learning more about joining us.
We believe our workplace needs to work for you, so we offer an environment where you can balance a successful career with your commitments and interests outside of work. Some roles lend themselves to flexible options more than others, so our talent acquisition team are on hand to discuss your needs.
Complaints Investigator employer: Quilter plc
Contact Detail:
Quilter plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the hunt for a Complaints Investigator role. 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 brushing up on your knowledge of financial regulations and complaint resolution processes. Be ready to discuss how you've handled complaints in the past and what steps you took to ensure fair outcomes.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Use real-life examples to demonstrate how you’ve tackled complex complaints and turned challenging situations into positive outcomes for customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining Quilter and being part of our mission to create brighter financial futures.
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Investigator role. Highlight your relevant experience in financial services and your understanding of regulatory complaints. We want to see how you can bring your unique skills to our team!
Showcase Your Skills: Don’t just list your qualifications; demonstrate how they relate to the job. If you've got experience with DISP Resolution or dealing with the Financial Ombudsman Service, make it shine! We love seeing candidates who can connect their background to what we do.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that gets straight to the point—this shows us you can communicate effectively, which is key for this role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Quilter plc
✨Know Your Regulations
Make sure you brush up on the relevant financial regulations and complaint resolution processes, especially DISP Resolution from the FCA Handbook. Being able to discuss these confidently will show that you understand the framework within which you'll be working.
✨Demonstrate Case Ownership
Prepare examples from your past experience where you took ownership of a case or complaint. Highlight how you investigated thoroughly and resolved issues fairly. This will illustrate your commitment to good customer outcomes, which is crucial for this role.
✨Engage with Stakeholders
Think about how you would liaise with various stakeholders like insurers and regulators. Be ready to discuss your communication strategies and how you ensure all parties are kept informed during the investigation process.
✨Show Your Curiosity
Quilter values curiosity and innovation. Prepare to discuss how you've sought new ideas or improved processes in your previous roles. This will demonstrate that you're not just looking to fit in but also to contribute positively to the team's growth.
