We’re looking for a balanced, analytical, and customer‑centric professional to oversee Group‑wide complaints across the full debt‑advice journey, including non‑solution cases, DMP matters, and IVA‑related complaints
Purpose of the role
Deliver fair, evidence-based complaint outcomes, identify why complaints arise, and turn customer insight into practical improvements that reduce repeat issues and strengthen service quality.
Key responsibilities
Complaint investigation and resolution
- Define complaint points and investigate impartially using call recordings, fact-finds, affordability assessments, advice and recommendation records, correspondence, payment and creditor records, reviews, and DMP or IVA case records. This includes complaints about advice or options where no solution was established.
- Assess what happened, what should have happened, the customer impact and the action required to put matters right.
- Prepare clear acknowledgements, updates and final responses addressing each complaint point, the evidence, outcome, remedy and applicable escalation rights.
- Meet internal, regulatory and professional‑body timescales, maintaining accurate records and a clear audit trail.
- Liaise with operational teams and act as a point of contact for the Financial Ombudsman Service (FOS), alongside other nominated colleagues, coordinating enquiries, evidence, case files and referral outcomes.
Customer outcomes and redress
- Communicate with empathy and in plain English, adapting support for financial difficulty and vulnerable circumstances.
- Recommend proportionate remedies, including corrections, apologies, refunds, redress, compensation, reviews or missed actions, within agreed authority.
- Track remedies to completion, request required records and actions, and promptly escal material redress, customer harm, breaches, misconduct or systemic issues to the appropriate senior owner.
Root cause analysis and complaint prevention
- Complete meaningful root cause analysis, separating the customer‑facing symptom from underlying process, system, training, oversight or governance failures.
- Categorise complaints by product, journey stage, issue, cause, outcome, impact and responsible area.
- Identify themes across debt advice, DMP and IVA journeys, including fact‑finding, affordability, recommendations, alternative solutions, communications, payments, reviews, creditor liaison, variations, closure, third parties, records and vulnerability.
- Use complaints alongside quality assurance, call monitoring, cancellations, missed payments and external outcomes to identify emerging risks.
- Propose practical improvements with an owner, deadline, expected customer benefit and success measure; track delivery and test effectiveness.
- Share learning through briefings, training input, case studies, process updates and examples of good practice.
Management information and governance
- Produce accurate reporting on volumes, rates, themes, root causes, upheld outcomes, timeliness, ageing, redress, repeat complaints, vulnerability, external referrals and improvement actions.
- Explain trends, customer impact, emerging risks and recommended action, and present findings to management and governance forums.
- Support compliance monitoring, audits, regulatory reporting and customer‑outcome assessments.
- Maintain Group complaints policies, procedures, templates and quality standards, applying the correct requirements and escalation route for each business.
Person specification
- Complaint investigation experience in regulated financial services, consumer credit, debt advice, insolvency or a comparable environment
- Strong written and verbal communication, including plain-English final responses
- Understanding of root cause analysis, complaint prevention and escalation
- Good knowledge of Microsoft 365 and CRM or case‑management systems
- Experience of debt advice, DMP or IVA complaints
- Knowledge of FCA DISP, Consumer Duty, FOS and insolvency complaint routes
- Experience of redress, vulnerability, complaints MI, thematic reviews or compliance monitoring
- Relevant complaint handling, compliance, debt advice or insolvency qualification
Measures of success
- Fair, accurate and timely investigations, responses and case records, with appropriate vulnerability support and escalation.
- High‑quality root cause analysis, management information and practical improvement recommendations.
- Effective corrective actions, reduced repeat complaints and positive external referral outcomes. Performance will balance case timeliness with investigation quality, fairness, learning and improved customer outcomes.
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