Complaints Team Leader (Financial Services)

About the role

Castle Trust Bank is seeking an experienced Complaints Team Leader to head its complaints function. Based in Basingstoke, you will ensure a fair, compliant, and customer‑focused service while turning feedback into actionable insight.

Key responsibilities

• Lead, coach and develop a high‑performing complaints team, managing performance and engagement.
• Ensure all complaints are handled in line with DISP and Consumer Duty requirements, meeting regulatory timelines and quality standards.
• Oversee Financial Ombudsman Service (FOS) cases and coordinate responses.
• Maintain accurate complaints MI for regulatory and internal reporting, analysing trends and root causes.
• Translate data into clear insight for senior stakeholders and embed a robust Root Cause Analysis framework.
• Chair the Group Complaints Forum, set agendas, track actions and produce reporting for ExCo, Board and governance committees.
• Support regulatory interactions, audits and thematic reviews as a key liaison across business areas.

Required profile

• Strong experience in complaints handling and leadership within a regulated financial services environment.
• In‑depth knowledge of DISP and Consumer Duty frameworks.
• Proven ability to deliver strong customer outcomes through effective complaint resolution.
• Demonstrated skill in turning data into insight and driving measurable improvements.
• Excellent stakeholder management, presentation and governance experience.

Required skills

What we offer

• Opportunity to shape customer experience in a fast‑growing fintech challenger bank.
• Collaborative culture focused on continuous improvement and ownership.
• Competitive remuneration and professional development support.