Senior Complaints Handler: FCA-Driven Resolution Expert

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

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