Regulated Complaints Specialist - Hybrid (Tue-Thu in Office)

Vanguard; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Vanguard in Manchester is seeking a dedicated Complaint Handler to manage end-to-end complaints within a regulated financial services environment. You will investigate, gather evidence, and deliver clear Final Response Letters, ensuring fairness and regulatory compliance.

You will work in a hybrid model, with Tue–Thu based in the office, and collaborate with internal teams to resolve cases efficiently while maintaining detailed records.

Qualifications

• Previous experience handling complaints within a regulated financial services environment.
• Strong understanding of FCA, DISP, and relevant regulatory frameworks.
• Excellent written and verbal communication skills.
• Strong analytical skills with the ability to make fair and balanced decisions.
• High attention to detail and the ability to manage complex or sensitive cases with professionalism and discretion.
• A collaborative, team-oriented attitude and commitment to continuous improvement.

Responsibilities

• Manage end-to-end client complaints as the primary contact.
• Investigate by gathering evidence and reviewing client interactions.
• Communicate clearly and empathetically with clients.
• Produce Final Response Letters with decisions and remedial actions.
• Maintain accurate records for all cases.
• Ensure compliance with FCA and DISP regulations.

Skills

Complaint handling

Regulated financial services

Analytical skills

Attention to detail

Written communication

Team player

Job description

Vanguard in Manchester is seeking a dedicated Complaint Handler to manage end-to-end complaints within a regulated financial services environment. You will investigate, gather evidence, and deliver clear Final Response Letters, ensuring fairness and regulatory compliance.

You will work in a hybrid model, with Tue–Thu based in the office, and collaborate with internal teams to resolve cases efficiently while maintaining detailed records.