Complaint Handler

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.

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

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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.