Specialist Complaints Handler (Financial Services)

Sanderson Recruitment Plc; Manchester; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

Sanderson Recruitment Plc is partnering with a leading financial services organisation in Manchester to recruit a Specialist Complaints Handler on a hybrid basis. You will investigate end-to-end regulated complaints, with a focus on investments, pensions and mortgage products.

You will ensure FCA regulatory requirements and Consumer Duty standards are met, draft clear responses, and collaborate with internal teams and external bodies such as the Financial Ombudsman Service.

Qualifications

• Experience investigating regulated financial services complaints.
• Strong understanding of FCA complaint handling requirements and Consumer Duty principles.
• Experience with complex investment, pension and mortgage-related complaints.
• Knowledge of Financial Ombudsman Service (FOS) processes.
• Excellent analytical, investigative and decision-making skills.
• Strong written communication and report-writing ability.
• Ability to manage a varied caseload with high accuracy.

Responsibilities

• Investigate and resolve a broad range of regulated financial services complaints and remediation cases.
• Handle complex cases involving investments, pensions, defined benefit transfers, mortgage products and advice suitability.
• Conduct detailed file reviews, evidence gathering and root cause analysis.
• Calculate and recommend redress where appropriate.
• Draft clear, professional complaint responses and investigation reports.
• Manage cases that progress to the Financial Ombudsman Service (FOS).
• Maintain accurate case records and management information.
• Identify emerging trends, risks and opportunities for process improvement.
• Build effective relationships with internal stakeholders and external parties.

Skills

Regulated complaints handling

FCA regulations

Investment and pension complaints

FOS processes

Analytical skills

Report writing

Decision making

Education

CII R01/R02/R04/R05 and CF6

Certificate in Financial Planning or equivalent

Diploma in Financial Services (Level 4)

Job description

Specialist Complaints Handler

Manchester (Hybrid)
Up to £45,000 + Comprehensive Benefits

An exciting opportunity has arisen for an experienced Specialist Complaints Handler to join a well-established financial services organisation. This role offers the chance to work on complex and high-value complaint investigations while ensuring excellent customer outcomes and adherence to FCA regulatory requirements.

The Opportunity

As a Specialist Complaints Handler, you will manage the end-to-end investigation and resolution of regulated financial services complaints. Cases will typically include complex investment and pension complaints, defined benefit transfer cases, debt consolidation mortgage complaints, unsuitable advice investigations, remediation exercises and past business reviews.

You will play a key role in delivering fair customer outcomes, identifying trends and risks, and ensuring all cases are handled in line with FCA regulations, Consumer Duty requirements and internal quality standards.

Key Responsibilities

• Investigate and resolve a broad range of regulated financial services complaints and remediation cases.
• Handle complex cases involving investments, pensions, defined benefit transfers, mortgage products and advice suitability.
• Conduct detailed file reviews, evidence gathering and root cause analysis.
• Calculate and recommend redress where appropriate.
• Draft clear, professional complaint responses and investigation reports.
• Manage cases that progress to the Financial Ombudsman Service (FOS).
• Maintain accurate case records and management information.
• Identify emerging trends, risks and opportunities for process improvement.
• Build effective relationships with internal stakeholders and external parties.

About You

We're looking for an individual who can demonstrate:

• Previous experience investigating regulated financial services complaints.
• Strong understanding of FCA complaint handling requirements and Consumer Duty principles.
• Experience dealing with complex investment, pension and mortgage-related complaints.
• Knowledge of Financial Ombudsman Service (FOS) processes.
• Excellent analytical, investigative and decision-making skills.
• Strong written communication and report-writing ability.
• The ability to manage a varied caseload while maintaining high levels of accuracy.

Qualifications

Ideally, you'll hold relevant financial services qualifications such as:

• CII R01, R02, R04, R05 and/or CF6
• Certificate in Financial Planning or equivalent
• Diploma in Financial Services (Level 4) desirable

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.