Broadgate
Complaints Officer
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Complaints Officer
Location: Leicester — hybrid, one day per week in office
We're recruiting for a Complaints Officer to join the compliance team of a mortgage network, handling a high volume of complaints linked to one of its largest intermediary partner firms. You'll independently and impartially investigate, manage, and resolve complaints and disputes, delivering fair outcomes in line with FCA requirements while remaining commercially aware.
Responsibilities
- Receive and respond to inbound complaints and queries within FCA timescales, ensuring complainants are treated fairly and consistently
- Apply the FCA's Dispute Resolution Rules (DISP) and other relevant guidance throughout the complaints process
- Conduct thorough investigations, researching records, reviewing files, and liaising with relevant staff and the partner firm to build a clear picture of events
- Recommend appropriate redress or remedial action in line with the Complaints Handling Policy
- Manage a caseload of complaints at varying stages of resolution, communicating clearly and confidentially with all parties
- Liaise with external bodies such as the Financial Ombudsman, legal firms, or claims management companies as needed
- Maintain accurate, complete records of investigations and supporting documentation
- Support the production of management information for senior stakeholders, and assist with monitoring legal fees
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Requirements
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- Minimum 3 years' hands-on complaints handling experience within financial services
- Mortgage and protection industry background essential
- Strong knowledge of FCA rules and guidance, including DISP, CONC, ICOBS, Vulnerable Customer, and Consumer Duty
- Confident communicator, able to present complex information clearly both verbally and in writing
- Comfortable managing a busy caseload and working to tight deadlines
- CeMAP or equivalent qualification, or willingness to work towards it
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