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Complaints Handler

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360 Resourcing Solutions

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

As a Complaints Handler at Ascot Lloyd, you will play a vital role in protecting good customer outcomes, ensuring complaints are handled fairly, transparently and in line with FCA DISP requirements. You will investigate complaints independently, communicate clearly with clients, and ensure learning is captured and shared to continuously improve how we serve our clients. This role demands sound judgement, empathy, attention to detail and professional courage — balancing regulatory expectations with our commitment to doing the right thing.

Job Responsibility:

  • Receive, log and assess client complaints in line with the FCA definition of a complaint and internal policies
  • Conduct fair, thorough and impartial investigations, gathering evidence from advisers, files, systems and third parties
  • Identify opportunities for early resolution while ensuring outcomes are robust and defensible
  • Own complaints end‑to‑end, ensuring progress is proactive and deadlines are met
  • Draft high‑quality, understandable and empathetic written communications, including Acknowledgements, Holding responses, Final Response Letters (FRLs) issued within DISP timescales
  • Translate technical or regulatory matters into clear, jargon‑free explanations that clients can genuinely understand
  • Ensure all responses reflect Ascot Lloyd’s commitment to transparency, professionalism and respect
  • Handle complaints in accordance with FCA DISP rules, Consumer Duty expectations, Ascot Lloyd’s Complaints Handling Policy
  • Escalate emerging risks, potential breaches or systemic issues promptly
  • Support complaints referred to the Financial Ombudsman Service (FOS), including preparation of case files and responses
  • Identify root causes, trends and conduct risks arising from complaints
  • Contribute to complaints MI, thematic analysis and lessons‑learned activity
  • Work collaboratively with first‑line teams to drive improvements and prevent repeat issues

Requirements:

  • Experience handling complaints within UK financial services
  • Strong understanding of FCA DISP requirements and complaint handling standards
  • Excellent written communication skills with a proven ability to explain complex matters clearly
  • Ability to remain impartial, resilient and calm when handling sensitive cases
  • Strong organisational skills and ownership mindset
  • Experience issuing Final Response Letters and dealing with the Financial Ombudsman Service
  • Familiarity with adviser suitability, file checking or investment platforms
  • Understanding of Consumer Duty and conduct risk

Nice to have:

  • Experience issuing Final Response Letters and dealing with the Financial Ombudsman Service
  • Familiarity with adviser suitability, file checking or investment platforms
  • Understanding of Consumer Duty and conduct risk

Additional Information:

Job Posted:
May 16, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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