An established, FCA-regulated financial services business is seeking a Regulated Complaints Manager to take ownership of all FCA-regulated and Financial Ombudsman Service (FOS) complaints.

Reporting into the Risk & Regulation function, this role will have end-to-end responsibility for regulated complaints, acting as the primary point of contact with the Financial Ombudsman Service and ensuring complaints are handled fairly, consistently and in line with FCA DISP requirements.

You’ll play a key role in identifying complaint trends, systemic issues and root causes, working closely with the wider business to drive improvements, reduce complaint volumes and mitigate regulatory, financial and reputational risk.

This is a great opportunity for an experienced complaints professional who enjoys operating with autonomy, providing regulatory challenge, and influencing better customer outcomes.

Key Responsibilities

• Support and oversee the end-to-end handling of FCA-regulated complaints, ensuring all cases meet regulatory timeframes and quality standards.

• Act as the single accountable owner for all FOS cases, ensuring submissions are accurate, evidence-based and fully documented prior to submission.

• Maintain proactive, constructive relationships with the Financial Ombudsman Service, embedding learning from FOS feedback.

• Provide specialist expertise on FCA DISP and FOS expectations, acting as an escalation point for complex cases.

• Ensure clear, accurate and auditable documentation for all complaints and FOS cases.

• Identify root causes and recurring complaint themes, producing insight to drive operational and control improvements.

• Work closely with Contact Centre, Operations, Compliance and Risk teams to provide feedback, coaching and challenge.

• Produce and maintain complaints MI, including volumes, uphold rates, redress trends and regulatory risks.

• Support regulatory reporting, audits and ad-hoc FCA or FOS engagement as required.

Skills & Experience Required

• Proven experience managing FCA-regulated complaints and FOS cases within financial services.

• Strong working knowledge of FCA DISP requirements and the FOS framework.

• Excellent regulatory judgement with the confidence to challenge where customer fairness or regulatory risk exists.

• Strong investigative, analytical and problem-solving skills with high attention to detail.

• Experience conducting root cause analysis and translating insight into business improvements.

• Ability to manage multiple complex cases and regulatory deadlines independently.

• Strong stakeholder management skills, with experience working closely with Compliance, Risk and Operations teams.

• Customer-focused mindset with high ethical standards and sound decision-making. 

Please note: Due to the volume of applications, if you do not receive feedback within 28 days, your application may be considered unsuccessful. However, you may be contacted regarding similar opportunities.

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