Complaints Handler (Credit Cards)

Fintellect Recruitment; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading FinTech in London seeks a Complaints Handler to manage customer complaints effectively. You'll resolve issues, collaborate with teams, and enhance customer experiences in a role dedicated to social impact and improving customer satisfaction. This position offers a supportive environment with competitive pay and ample benefits.

Benefits

25 days annual leave (plus buy/sell options)

Birthday day off + volunteering days

Private medical insurance

Health cash plan

Gym discounts

Cycle to Work scheme

Life assurance (4x salary)

Qualifications

• 2+ years' experience in complaints handling within Financial Services.
• Familiar with FCA regulations, FOS processes, and Consumer Duty requirements.
• Ability to craft clear, tailored responses.

Responsibilities

• Log, triage, and resolve level one complaints across all contact channels.
• Handle calls from customers regarding complaints.
• Gather evidence and prepare robust complaint case files.

Skills

Strong written and verbal communication

Proactive and adaptable

Experience in customer service

Tools

MS Excel

CRM systems

Job description

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Principal Consultant / SME Banking / Social Impact Lending Specialist / Keen runner

Complaints Handler (Credit Cards)

Location: London (City)

Salary: Competitive + excellent benefits + scope for progression

We’re working exclusively with a well-capitalised FinTech in the City of London on a search for an experienced Complaints Handler with proven expertise in credit cards.

This is a fantastic opportunity to join a purpose-led business with secure funding, huge ambition, and a genuine commitment to social impact and helping customers make better financial decisions for their long-term wellbeing.

About the Role

As Complaints Handler, you’ll handle and resolve level one customer complaints across multiple products and channels, ensuring fair outcomes and compliance with all regulatory requirements. You’ll support the wider complaints and customer service team, liaise with the Financial Ombudsman when needed, and help identify improvements that reduce future complaints at source.

This is an influential role where you’ll help turn dissatisfied customers into loyal advocates — protecting brand reputation and shaping an exceptional customer experience in a growing, customer-first FinTech.

Key Responsibilities:

Log, triage, and resolve level one complaints across all contact channels

Handle calls from customers wishing to register or follow up on complaints

Support front-line teams with escalated issues

Gather evidence and prepare robust complaint case files

Coordinate communications with the Financial Ombudsman Service

Ensure regulatory timescales and internal SLAs are consistently met

Proactively spot root causes and suggest improvements to reduce complaints

About You:

2+ years’ experience in a complaints handling role within Financial Services — ideally covering credit card products

Familiarity with the full complaints lifecycle, FCA regulations, FOS processes and Consumer Duty requirements

Strong written and verbal communication skills — able to craft clear, tailored responses

Passionate about fair customer outcomes and delivering an excellent customer experience

Proactive, adaptable, and able to work effectively in a fast-moving environment

Confident using MS Excel and CRM systems

A collaborative team player who enjoys contributing ideas and driving continuous improvement

What’s on Offer:

Secure, well-funded FinTech environment — with all the agility of a start-up but the security of significant backing

Opportunity to have a real impact — your ideas and experience will help shape processes and customer journeys

A purpose-driven culture that prioritises social value and customer wellbeing

A supportive, highly motivated team with big ambitions and a collegiate spirit

Competitive salary + benefits including:

• 25 days annual leave (plus buy/sell options)
• Birthday day off + volunteering days
• Private medical insurance, health cash plan, gym discounts
• Cycle to Work scheme
• Life assurance (4x salary)

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Banking

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