Complaints Analyst

Bruin; England; On-site; GBP 35,000 - 50,000; Full time

Job summary

A well-established UK wealth management business is seeking a Complaints Analyst to join their Risk & Compliance function. The role involves managing the investigation and resolution of client complaints, ensuring compliance with relevant regulations, and liaising with various stakeholders. Candidates should have strong experience in complaints handling from regulated financial services, particularly within wealth management. This position is full-time and offers the chance to contribute to improving complaints handling processes.

Qualifications

• Experience in handling complaints in regulated financial services.
• Understanding of financial planning products and regulations.
• Proven ability to manage a high volume of cases under strict deadlines.

Responsibilities

• Investigate and resolve client complaints effectively.
• Ensure compliance with regulatory timeframes for responding to complaints.
• Produce management information and conduct root cause analysis.
• Improve complaints processes and provide training to staff.

Skills

FCA DISP rules knowledge

Data analysis skills

Excellent communication

Stakeholder management

Job description

This range is provided by Bruin. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Bruin

We are working with a well-established UK wealth management business to recruit a Complaints Analyst to join their Risk & Compliance function.

This role sits within the second line of defence and plays a key part in ensuring fair client outcomes, regulatory compliance, and continuous improvement of complaints handling across the business.

The Role

Reporting to the Complaints Manager, you will take ownership of the investigation and resolution of client complaints, ensuring regulatory requirements are met and appropriate outcomes are delivered.

You will work closely with stakeholders across the business and act as a key contact for clients, advisers, third parties, and the Financial Ombudsman Service.

Key responsibilities include:

• Managing the end-to-end handling, investigation, and resolution of client complaints
• Ensuring complaints are logged, acknowledged, and responded to within regulatory timeframes
• Preparing clear, professional client correspondence, including final response letters
• Liaising with internal stakeholders, advisers, third parties, and relevant ombudsman services
• Conducting root cause analysis and producing management information (MI) and reports
• Supporting regulatory reporting and committee packs
• Contributing to improvements in complaints processes, policies, and controls
• Helping deliver training and feedback to the wider business to prevent future complaints
• Maintaining robust records and documentation in line with regulatory expectations

About You

You will bring strong complaints-handling experience from a regulated financial services environment, ideally within wealth management, investment management, or financial planning.

Key skills and experience:

• Solid knowledge of FCA DISP rules and the Financial Ombudsman Service process
• Understanding of investment management and/or financial planning products and regulation
• Experience working to strict deadlines and managing a high volume of cases
• Excellent written and verbal communication skills
• Strong stakeholder management skills, with the confidence to remain independent
• Ability to analyse data, identify trends, and present clear MI
• Calm, professional, and client-focused approach
• Proactive, adaptable, and detail-oriented

Seniority level

Associate

Employment type

Full-time

Job function

Other

Industries

Investment Banking