Complaint Handler

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.

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.