Complaint Handler

Responsibilities

• 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.

Requirements

• 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

Additional Information

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.

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