Complaints Officer

Description:

As Complaints Officer, you will be responsible for managing complaints from initial receipt through to resolution, ensuring adherence to FCA DISP rules and internal policies. You will play a key role in protecting both clients and the business by delivering fair outcomes and identifying trends and risks.

Role & Responsibilities: 📋

• Acknowledging, investigating, and resolving complaints in accordance with FCA DISP regulations
• Conducting thorough fact-finding and root cause analysis
• Drafting clear and compliant final response letters
• Liaising with advisers, paraplanners, compliance colleagues, and senior management
• Maintaining accurate complaint records and management information
• Identifying emerging risks and recommending process improvements
• Supporting Financial Ombudsman Service (FOS) referrals where required
• Contributing to complaint trend analysis and reporting

Do you have the following to apply? ✅

• Previous Complaints experience within an IFA or wealth management environment.
• Level 4 Diploma qualified or close to achieving.
• Knowledge of pensions, investments, and protection products