The role is responsible for the independent investigation and resolution of complex, escalated, and material complaints, including those referred to the Financial Ombudsman Service (FOS)
Job Summary
The role is responsible for the independent investigation and resolution of complex, escalated, and material complaints, including those referred to the Financial Ombudsman Service (FOS).
You will act as IG's primary point of expertise to investigate and resolve escalated complaint matters, lead engagement with the FOS, and drive thematic insight from complaints data to identify conduct and control weaknesses.
We focus on outcomes, not activity, and your success will be measured by complex and escalated complaints investigated and resolved fairly, thoroughly, and in line with regulatory obligations and timeframes.
Matching Summary
The role is 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 Line 1
complex complaint investigation
regulatory requirements and framework
conduct and control weaknesses identification
Nice-to-have
curious and forward-thinking mindset
collaborative culture
commercial and solutions-focused
Key Requirements
8–12 years' experience in financial services compliance
Strong working knowledge of FCA DISP rules
Hands-on experience managing FOS referrals
Bachelor's degree in Law, Business, Finance, Economics or related field