FCA Regulated Complaints Resolution Specialist

Jackalope Digital LLC; Lincoln; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Grow with Goodlord

Well-being support

25 days holiday plus UK Bank holidays

Family leave benefit

Strong team culture

Job summary

Goodlord is seeking a complaints handler based in Lincoln, working two days per week from our Lincoln City Centre office and the remaining three days remotely (or in the office if you prefer). You’ll be part of our central complaints function, ensuring customers receive timely, fair and regulated complaint resolutions.

You’ll manage the complaints inbox, acknowledge timelines, handle cases in line with FCA procedures, maintain records, investigate with cross-team collaboration, and write

Qualifications

• Proven experience in written complaint handling as your main responsibility.
• Strong written communication skills and the ability to write structured, well-reasoned responses.
• A solid understanding of regulated complaint requirements, timelines, and evidential standards.
• Investigative nature, with the ability to assess information to reach a reasoned conclusion for the complainant.

Responsibilities

• Manage our complaints inbox and ensure acknowledgements and timelines are met
• Handle complaints in line with FCA and internal procedures
• Maintain accurate records, notes and documentation
• Investigate cases thoroughly using internal systems and cross-team collaboration
• Write high-quality final response letters addressing all aspects of a complaint
• Spot patterns and work with teams to improve processes

Skills

Written complaint handling

Strong written communication

Regulated complaint requirements

Investigative reasoning

Job description

Goodlord is seeking a complaints handler based in Lincoln, working two days per week from our Lincoln City Centre office and the remaining three days remotely (or in the office if you prefer). You’ll be part of our central complaints function, ensuring customers receive timely, fair and regulated complaint resolutions.

You’ll manage the complaints inbox, acknowledge timelines, handle cases in line with FCA procedures, maintain records, investigate with cross-team collaboration, and write