Complaints Handler

Mis-sold Expert; Manchester; On-site; GBP 30,000 - 33,000; Full time

Benefits offered by this job

Manchester city-centre office

Mon-Fri schedule

Job summary

Mis-Sold Expert is looking for an experienced Complaint Handler to investigate and resolve customer complaints fairly, thoroughly and in line with FCA requirements. This hands‑on role requires ownership from receipt to final resolution, with detailed investigations and clear Final Response Letters.

You’ll manage your own caseload in a highly regulated environment, drafting well‑reasoned Final Response Letters and meeting FCA/DISP timescales while collaborating with Compliance, QA and operations.

Qualifications

• Previous hands-on complaint handling experience within a highly regulated environment.
• Experience managing complaints from initial receipt through to final resolution.
• Strong experience drafting detailed Final Response Letters.
• Good working knowledge of FCA complaint-handling requirements, DISP rules and regulatory timescales.
• Strong investigation and decision-making skills.
• Experience reviewing evidence including call recordings, correspondence, system notes and documentation.
• Ability to reach fair, objective and evidence-based complaint outcomes.
• Excellent written communication skills with exceptional attention to detail.
• Confident handling challenging conversations and difficult customer situations.
• Able to demonstrate empathy while remaining objective and professional.
• Strong organisational skills with the ability to manage a busy caseload and competing regulatory deadlines.
• Experience dealing with Financial Ombudsman Service referrals would be advantageous.

Responsibilities

• Manage a caseload of customer complaints from acknowledgement through to final resolution.
• Complete thorough, fair and impartial investigations into customer concerns.
• Review call recordings, emails, system notes, customer accounts, documents and other supporting evidence.
• Draft clear, accurate and well‑reasoned Final Response Letters.
• Ensure complaints are acknowledged, investigated and resolved within FCA/DISP and internal complaint-handling timescales.
• Make evidence‑based decisions regarding whether complaints should be upheld, partially upheld or not upheld.
• Consider appropriate remedial action or goodwill gestures where required.
• Identify the root cause of complaints and highlight recurring issues, risks or process failures.
• Handle referrals from the Financial Ombudsman Service, providing complete case files and supporting evidence.
• Communicate professionally with customers, including those who may be vulnerable, distressed or dissatisfied.
• Work closely with Compliance, Quality Assurance and operational teams.
• Maintain comprehensive and accurate complaint records, investigation notes and audit trails.
• Provide feedback to relevant departments to help improve processes and customer outcomes.
• Identify complaint trends and contribute to management information and root‑cause reporting.

Skills

Complaint handling

Regulated environment

Final letters

Investigation

Job description

Mis-Sold Expert is looking for an experienced Complaint Handler to investigate and resolve customer complaints fairly, thoroughly and in line with FCA requirements.

This is a hands‑on complaints role requiring someone who can take full ownership of a complaint from initial receipt through to final resolution.

You’ll complete detailed investigations, review customer accounts, correspondence, call recordings and supporting evidence, reach fair and evidence‑based decisions and produce clear, well‑reasoned Final Response Letters.

We’re particularly interested in people who have worked within banking, financial services, insurance, regulated legal services or another highly regulated environment. Previous car finance experience isn’t essential.

The Role

You’ll manage your own caseload of complaints from acknowledgement through to resolution, ensuring each case is investigated thoroughly and handled within FCA, DISP and internal timescales.

You’ll need to be confident interpreting sometimes complex information, identifying what has happened and making an impartial decision as to whether a complaint should be upheld, partially upheld or not upheld.

A significant part of the role is written communication, so we’re looking for someone with strong complaint letter‑writing experience who is comfortable producing detailed Final Response Letters.

Key Responsibilities

• Manage a caseload of customer complaints from acknowledgement through to final resolution
• Complete thorough, fair and impartial investigations into customer concerns
• Review call recordings, emails, system notes, customer accounts, documents and other supporting evidence
• Draft clear, accurate and well‑reasoned Final Response Letters
• Ensure complaints are acknowledged, investigated and resolved within FCA/DISP and internal complaint-handling timescales
• Make evidence‑based decisions regarding whether complaints should be upheld, partially upheld or not upheld
• Consider appropriate remedial action or goodwill gestures where required
• Identify the root cause of complaints and highlight recurring issues, risks or process failures
• Handle referrals from the Financial Ombudsman Service, providing complete case files and supporting evidence
• Communicate professionally with customers, including those who may be vulnerable, distressed or dissatisfied
• Work closely with Compliance, Quality Assurance and operational teams
• Maintain comprehensive and accurate complaint records, investigation notes and audit trails
• Provide feedback to relevant departments to help improve processes and customer outcomes
• Identify complaint trends and contribute to management information and root‑cause reporting

What We’re Looking For

• Previous hands‑on complaint handling experience within a highly regulated environment
• Experience managing complaints from initial receipt through to final resolution
• Strong experience drafting detailed Final Response Letters
• Good working knowledge of FCA complaint‑handling requirements, DISP rules and regulatory timescales
• Strong investigation and decision‑making skills
• Experience reviewing evidence including call recordings, correspondence, system notes and documentation
• Ability to reach fair, objective and evidence‑based complaint outcomes
• Excellent written communication skills with exceptional attention to detail
• Confident handling challenging conversations and difficult customer situations
• Able to demonstrate empathy while remaining objective and professional
• Strong organisational skills with the ability to manage a busy caseload and competing regulatory deadlines
• Experience dealing with Financial Ombudsman Service referrals would be advantageous

Experience within banking, financial services, insurance, regulated legal services or another FCA‑regulated environment would be particularly desirable. You do not need previous car finance experience.

Why Mis‑Sold Expert?

• Competitive salary of £30,000–£33,000 DOE
• Join a fast‑growing business within a highly regulated sector
• A role where you’ll have genuine ownership of complaints and customer outcomes
• Opportunity to work closely with Compliance, QA and operational leadership
• Manchester city‑centre office
• Monday–Friday working
• Opportunity to develop as the business continues to scale

If you’re an experienced Complaint Handler who knows how to investigate a case properly, work to FCA timescales and produce a strong Final Response Letter, we’d love to hear from you.