Senior Complaint Handler - Hybrid (Insurance, Regulatory)

Davies Group; Preston; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Pension plan

Life assurance

25 days holiday

Flexible working

Wellbeing programme

Employee discounts

Job summary

Davies Group is seeking a Senior Complaint Handler to join its Customer Relations team in a hybrid Preston/Stoke role. You will manage complex, high-risk complaints from investigation through resolution, applying regulatory knowledge to deliver fair, evidence-based outcomes while mentoring others.

You will act within FCA DISP rules, gather and assess evidence, and draft clear responses, aiming to improve customer outcomes and regulatory compliance.

Qualifications

• Significant experience handling complaints within insurance or regulated environment.
• Strong understanding of FCA complaint handling requirements (DISP).
• Proven ability to investigate complex complaints and reach evidence-based decisions.
• Experience dealing with Financial Ombudsman Service referrals and investigations.
• Knowledge of redress principles, customer impact assessments and fair outcome frameworks.
• Excellent written communication skills with high-quality complaint responses.
• Strong analytical and problem-solving abilities.

Responsibilities

• Manage a portfolio of complex, sensitive and high-profile complaints across a range of insurance products and services.
• Conduct thorough investigations using policy documents, claim files, call recordings and supporting evidence.
• Identify all complaint elements and assess evidence to establish fair outcomes.
• Draft clear, customer-friendly complaint responses and recommendations for redress.
• Ensure complaints are resolved within FCA and business timescales and manage Ombudsman interactions.
• Provide coaching and support to colleagues on investigation techniques and complaint writing.

Job description

Davies Group is seeking a Senior Complaint Handler to join its Customer Relations team in a hybrid Preston/Stoke role. You will manage complex, high-risk complaints from investigation through resolution, applying regulatory knowledge to deliver fair, evidence-based outcomes while mentoring others.

You will act within FCA DISP rules, gather and assess evidence, and draft clear responses, aiming to improve customer outcomes and regulatory compliance.