Complaints Handler

We are working with a well-established UK wealth management and financial services organisation that provides investment management, stockbroking and advisory services to clients across the UK. The business places a strong emphasis on client outcomes, regulatory compliance and continuous improvement of its services.

Due to continued growth, the company is looking for an experienced Complaints Handler on a 6 Month FTC to join their Bristol based team.

The Role

As a Complaints Handler, you will be responsible for managing and resolving client complaints relating to financial advice and service delivery. The role requires strong technical knowledge of the wealth management sector and the regulatory framework surrounding complaints handling. You will work closely with internal stakeholders to investigate complaints thoroughly, determine appropriate outcomes, and ensure responses meet regulatory standards and deliver fair client outcomes.

Key Responsibilities

• Manage and investigate client complaints relating to financial advice and service issues
• Ensure complaints are handled in line with FCA complaint handling rules and regulatory expectations
• Assess cases objectively and determine appropriate resolutions and redress where required
• Draft clear, professional written responses to clients and relevant stakeholders
• Liaise with internal teams across the business to gather information and support investigations
• Apply redress methodologies where appropriate and ensure fair customer outcomes
• Maintain accurate records and ensure cases progress within required timeframes
• Conduct root cause analysis (RCA) to identify trends and opportunities for process improvements
• Support the production of management information and reporting relating to complaints

Skills & Experience

We are looking for someone with strong experience within financial services complaints handling and a solid understanding of the wealth management sector. Key requirements include:

• Excellent knowledge of wealth management and stockbroking environments
• Substantial experience handling advice and service complaints within financial services
• Strong understanding of FCA complaint handling rules and the Financial Ombudsman Service (FOS) approach to complaints and redress.
• Experience applying redress methodologies
• Excellent written and verbal communication skills with the ability to remain professional under pressure
• Strong relationship management skills with the ability to empathise with clients
• Sound judgement and decision-making ability
• Strong workflow management and prioritisation skills
• Ability to work both independently and collaboratively within a team environment
• Experience working with stakeholders at all levels of an organisation
• Good knowledge of Excel, with experience using reporting or MI tools beneficial
• Experience performing root cause analysis to identify trends and drive improvements

This is an excellent opportunity to join a respected financial services organisation where you will play a key role in delivering fair customer outcomes while helping to improve business processes and client experience. Please apply today if this is the right role for you!