Responsible for the independent investigation and resolution of complex, escalated, and material complaints, including those referred to the Financial Ombudsman Service (FOS)
Job Summary
Responsible for the independent investigation and resolution of complex, escalated, and material complaints, including those referred to the Financial Ombudsman Service (FOS).
Own IG's relationship and engagement with the Financial Ombudsman Service in relation to specific complaints, managing FOS referrals end-to-end.
Provide structured Line 2 oversight of the Line 1 customer complaints function, monitoring the effectiveness, consistency, and fairness of complaint-handling activity.
Matching Summary
Responsible for the independent investigation and resolution of complex, escalated, and material complaints, including those referred to the Financial Ombudsman Service (FOS).
Skills & Requirements
Must-have
Financial Ombudsman Service (FOS) engagement
Line 2 oversight of complaints
Complex complaint investigation and resolution
FCA DISP rules knowledge
Conduct and control weakness identification
Nice-to-have
Curious and forward-thinking mindset
Commercial and solutions-focused approach
Collaborative culture promotion
Continuous improvement commitment
Key Requirements
8-12 years' experience in financial services compliance
Strong working knowledge of FCA DISP rules
Hands-on experience managing FOS referrals
Experience providing Line 2 oversight
Bachelor's degree in Law, Business, Finance, Economics or related field