Senior Complaints Handler

H&T Group Ltd; Liverpool; On-site; GBP 25,000 - 33,000; Full time

Job summary

H&T Group Ltd. is seeking a Senior Complaints Handler at our Liverpool Support Centre. You will manage complaints from receipt to resolution, investigating complex cases and producing FCA-compliant Final Response Letters.

The role requires strong knowledge of FCA DISP rules and Consumer Duty, with emphasis on delivering fair customer outcomes within FCA timescales. The ideal candidate will have complaints handling experience in financial services, excellent written communication, and the ability

Qualifications

• Experience handling complaints within financial services.
• Strong knowledge of FCA DISP rules and Consumer Duty.
• Ability to investigate complex cases independently.
• Excellent written communication and analytical skills.

Responsibilities

• Manage complaints from receipt through to resolution.
• Investigate complex cases, gathering evidence from customers, branches, CCTV, and internal systems.
• Produce FCA-compliant Final Response Letters.
• Support Financial Ombudsman Service referrals where required.
• Identify root causes and recommend improvements.
• Ensure compliance with FCA regulations, Consumer Duty, GDPR, and relevant legislation.

Skills

Complaints handling

FCA DISP rules

Complex investigations

Written communication

English & Maths GCSEs

Education

GCSEs in English and Maths

Job description

Location: Liverpool Support Centre

Salary: £29,000 per annum

Contract: Permanent

Closing Date: 07 October 2026

We're looking for an experienced Senior Complaints Handler to join our Complaints & Quality Assurance team.

You'll be responsible for investigating and resolving customer complaints fairly, professionally, and within FCA timescales, ensuring excellent customer outcomes and regulatory compliance.

Key Responsibilities

• Manage complaints from receipt through to resolution.
• Investigate complex cases, gathering evidence from customers, branches, CCTV, and internal systems.
• Produce FCA-compliant Final Response Letters.
• Support Financial Ombudsman Service referrals where required.
• Identify root causes and recommend improvements.
• Ensure compliance with FCA regulations, Consumer Duty, GDPR, and relevant legislation.

What We're Looking For

Essential

• Complaints handling experience within financial services.
• Strong knowledge of FCA DISP rules and Consumer Duty.
• Experience resolving complex complaints independently.
• Excellent written communication and analytical skills.
• GCSEs (or equivalent) in English and Maths.

Desirable

• Experience in pawnbroking, consumer lending, jewellery retail, or FOS case handling.
• Knowledge of the Consumer Rights Act 2015.
• Experience in complaint reporting and trend analysis.

If you're passionate about delivering fair customer outcomes and thrive in a regulated environment, we'd love to hear from you.