As a Complaint Handler, you will play a critical role in ensuring fair and professional resolution of client complaints within a regulated financial services environment. You will be responsible for managing the end-to-end complaints process, from initial investigation through to final response, while maintaining compliance with FCA, DISP, and other relevant regulatory frameworks.
What you’ll do
Investigate and Respond to Client Complaints
Manage end-to-end client complaints, acting as the primary point of contact throughout the process
Conduct thorough investigations by gathering and analysing evidence, reviewing client interactions, and liaising with internal teams
Communicate with clients in a clear, empathetic, and professional manner, keeping them informed of progress
Produce high-quality Final Response Letters (FRLs), clearly outlining decisions and any remedial actions
Ensure all complaints are handled in line with FCA, DISP, and other regulatory requirements
Maintain accurate and comprehensive records for all cases
Process Adherence and Regulatory Compliance
Follow standardised complaints handling procedures, ensuring all actions comply with FCA, DISP, and other relevant regulations.
Ensure detailed and accurate record keeping.
Knowledge and Professional Development
Maintain up-to-date knowledge of financial products, complaint handling regulations, and best practices.
Demonstrate strong written and verbal communication skills, attention to detail, and sound judgment in all interactions.
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What we’re looking for
Previous experience handling complaints within a regulated financial services environment
Strong understanding of FCA, DISP, and relevant regulatory frameworks
Excellent written and verbal communication skills
Strong analytical skills with the ability to make fair and balanced decisions
High attention to detail and the ability to manage complex or sensitive cases with professionalism and discretion
A collaborative, team-oriented attitude and commitment to continuous improvement
Why join us?
Be part of a supportive and collaborative team
Work in a role where you can make a real difference to customer outcomes
Gain exposure to a regulated environment with opportunities for professional development
Additional Information
This role operates on a hybrid working model, with Tuesday to Thursday based in the office
Please note that Vanguard is unable to offer visa sponsorship for this position
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
