FCA Regulated Complaints Investigator

BramahHR Ltd; Sheffield; On-site; GBP 26,000 - 31,000; Full time

Job summary

BramahHR Ltd in Sheffield is seeking an experienced Complaint Handler to manage the full complaint lifecycle in an FCA-regulated environment. You will investigate and resolve complaints in line with FCA regulations and Consumer Duty, ensuring thorough investigations within required timescales and accurate record-keeping.

You will gather information, liaise with internal teams, and identify trends while supporting continuous improvement in the customer journey.

Qualifications

• Experience handling customer complaints in an FCA-regulated environment.
• Good knowledge of FCA complaint handling requirements, including DISP and Consumer Duty.
• Strong investigative and problem-solving skills.
• Excellent attention to detail and ability to make fair decisions.
• Highly organised with the ability to manage a varied workload to deadlines.
• Ability to work effectively both independently and in a team.

Responsibilities

• Take ownership of complaints from investigation to final resolution.
• Gather and review information to ensure investigations are thorough.
• Maintain detailed records of complaints, investigations and outcomes.
• Liaise with internal teams to gather information for effective resolution.
• Ensure compliance with regulatory requirements and timescales.
• Identify recurring issues and contribute to improvements.
• Support the Complaints Manager and team with additional activities.
• Attend team meetings and develop your skills.
• Pursue personal development and complete relevant training.

Skills

Communication skills

Complaint handling

FCA regulation

Investigative skills

Attention to detail

Organisation

Teamwork

Job description

BramahHR Ltd in Sheffield is seeking an experienced Complaint Handler to manage the full complaint lifecycle in an FCA-regulated environment. You will investigate and resolve complaints in line with FCA regulations and Consumer Duty, ensuring thorough investigations within required timescales and accurate record-keeping.

You will gather information, liaise with internal teams, and identify trends while supporting continuous improvement in the customer journey.