Complaint Handler
Vanguard · Manchester, United Kingdom · hybrid
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
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.