Complaints Handler

2 weeks ago


United Kingdom Trinnovo Group | B Corp™ Full time

Job Title: Complaints Specialist

Location: Hybrid/Rochester (remote option available - South East)

This is a great opportunity to join a financial planning firm within the Compliance Department, reporting directly to the Compliance Director. In this role, you will investigate and resolve pension advice and service-related complaints with accuracy and efficiency, while managing all aspects of the organisation’s complaints policies, procedures, and processes.

Key Responsibilities

  • Complaint Management : Handle end-to-end complaint processes from initial acknowledgment through resolution, including redress calculations and escalations to the Financial Ombudsman Service (FOS).
  • Root Cause Analysis : Conduct root cause analysis for complaints, escalating issues and providing actionable solutions to improve processes.
  • Professional Communication : Liaise with the FOS, Professional Indemnity insurers, and third-party outsourcers, coordinating as needed for Defined Benefit (DB) redress calculations.
  • Data and Reporting : Prepare data and management information (MI) reports for internal committees and regulatory reporting.

Skills Requirements

  • Qualifications: DipFA Level 4 required (AF7 beneficial).
  • Experience: At least 3 years in a similar complaints role in wealth management or f inancial planning , with pension advice expertise .
  • Complaint Handling Expertise : Experience with redress calculations, FOS escalations, root cause analysis, MI production, and regulatory reporting.
  • Regulatory Knowledge: Strong understanding of FCA-regulated complaints DISP requirements.


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