FCA Complaints Specialist — Hybrid Role in London

XTB is a global company from the financial industry, focusing on online trading of financial instruments. We are the largest FinTech in Poland and a leader in Central and Eastern Europe, and the range of our operations covers several countries, including Asia and South America. At XTB, we focus on the development of our employees, giving them opportunities to gain knowledge and skills in various fields, as well as offering a number of training and development programs. If you are looking for challenges and want to gain valuable experience in an international business environment, XTB is the right place for you. We are a certified Great Place to Work company.

Responsibilities

• Managing a caseload of regulated customer complaints from receipt through to resolution in line with FCA DISP requirements and Consumer Duty expectations.
• Investigating complaints competently, diligently, and impartially, reviewing evidence including customer communications, account records, transaction history, and platform data.
• Drafting clear, balanced, and well-reasoned complaint responses, including final response letters.
• Ensuring complaints are handled within regulatory timeframes, including the 8-week final response deadline.
• Assessing customer harm and determining appropriate redress, including goodwill payments, fee refunds, interest adjustments, or corrective action.
• Accurately recording complaint details, root cause, outcome, redress, and closure rationale in internal systems.
• Escalating complex, high-risk, or vulnerable customer matters to relevant internal teams.
• Supporting complaint MI, trend analysis, and root cause analysis to identify recurring issues or wider customer harm.
• Contributing to process improvements by highlighting complaint themes, control gaps, and training needs.
• Liaising with internal teams including Compliance, Legal, Operations, and Senior Management.

Requirements

• Previous complaints handling experience within a UK FCA-regulated financial services firm.
• Experience investigating, resolving, and drafting final response letters for regulated complaints.
• Working knowledge of FCA DISP complaint handling rules, Financial Ombudsman Service referral rights, and Consumer Duty requirements.
• Good understanding of fair customer outcomes and evidence-based decision making.
• Ability to assess customer impact, potential financial loss, distress, inconvenience, and appropriate redress.
• Experience managing a complaint caseload against internal SLAs and regulatory deadlines.
• Strong written and verbal communication skills with the ability to explain complex issues clearly and professionally.
• Strong investigation, analytical, and objective evidence interpretation skills.
• Good judgement and confidence in making complaint outcome recommendations.
• High attention to detail and strong record-keeping discipline.
• Ability to work independently and become productive quickly in a contract role.
• Experience with investment complaints, CFD/trading platforms, ISAs, or Financial Ombudsman Service cases is an advantage.

What We Offer

• A chance to grow within the FinTech industry in an international environment, while having a real impact on the company and the evolution of its products.
• Training under the supervision of experienced financial market professionals.
• A clear development path supported by regular feedback.
• Hybrid work model.
• Regular team-building and integration events.
• Equipment tailored to your needs.