Complaint Handler

Vanguard; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Vanguard in Manchester is seeking a dedicated Complaint Handler to manage end-to-end complaints within a regulated financial services environment. You will investigate, gather evidence, and deliver clear Final Response Letters, ensuring fairness and regulatory compliance.

You will work in a hybrid model, with Tue–Thu based in the office, and collaborate with internal teams to resolve cases efficiently while maintaining detailed records.

Qualifications

• Previous experience handling complaints within a regulated financial services environment.
• Strong understanding of FCA, DISP, and relevant regulatory frameworks.
• Excellent written and verbal communication skills.
• Strong analytical skills with the ability to make fair and balanced decisions.
• High attention to detail and the ability to manage complex or sensitive cases with professionalism and discretion.
• A collaborative, team-oriented attitude and commitment to continuous improvement.

Responsibilities

• Manage end-to-end client complaints as the primary contact.
• Investigate by gathering evidence and reviewing client interactions.
• Communicate clearly and empathetically with clients.
• Produce Final Response Letters with decisions and remedial actions.
• Maintain accurate records for all cases.
• Ensure compliance with FCA and DISP regulations.

Skills

Complaint handling

Regulated financial services

Analytical skills

Attention to detail

Written communication

Team player

Job description

As a Complaint Handler, you will play a critical role in ensuring fair and professional resolution of client complaints within a regulated financial services environment. You will be responsible for managing the end-to-end complaints process, from initial investigation through to final response, while maintaining compliance with FCA, DISP, and other relevant regulatory frameworks.

What you’ll do:

Investigate and Respond to Client Complaints:

• Manage end-to-end client complaints, acting as the primary point of contact throughout the process
• Conduct thorough investigations by gathering and analysing evidence, reviewing client interactions, and liaising with internal teams
• Communicate with clients in a clear, empathetic, and professional manner, keeping them informed of progress
• Produce high-quality Final Response Letters (FRLs), clearly outlining decisions and any remedial actions
• Ensure all complaints are handled in line with FCA, DISP, and other regulatory requirements
• Maintain accurate and comprehensive records for all cases

Process Adherence and Regulatory Compliance:

• Follow standardised complaints handling procedures, ensuring all actions comply with FCA, DISP, and other relevant regulations.
• Ensure detailed and accurate record keeping.

Knowledge and Professional Development:

• Maintain up-to-date knowledge of financial products, complaint handling regulations, and best practices.
• Demonstrate strong written and verbal communication skills, attention to detail, and sound judgment in all interactions.

What we’re looking for

• Previous experience handling complaints within a regulated financial services environment
• Strong understanding of FCA, DISP, and relevant regulatory frameworks
• Excellent written and verbal communication skills
• Strong analytical skills with the ability to make fair and balanced decisions
• High attention to detail and the ability to manage complex or sensitive cases with professionalism and discretion
• A collaborative, team-oriented attitude and commitment to continuous improvement

Why join us?

• Be part of a supportive and collaborative team
• Work in a role where you can make a real difference to customer outcomes
• Gain exposure to a regulated environment with opportunities for professional development

Additional Information

• This role operates on a hybrid working model, with Tuesday to Thursday based in the office
• Please note that Vanguard is unable to offer visa sponsorship for this position

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.