Mortgage Contingent Investigator – Remote (UK)

About the role

The Financial Ombudsman Service seeks experienced investigators to handle mortgage‑related complaints on a contingent basis. Working remotely from anywhere in the UK, you will manage your own caseload, assess evidence from both parties, and deliver fair, well‑reasoned decisions that impact customers and financial firms.

Key responsibilities

• Investigate mortgage complaints by reviewing documentation and interviewing parties.
• Maintain a personal caseload, progressing cases efficiently while meeting quality and productivity targets.
• Communicate with customers and businesses via phone and email to clarify facts and manage expectations.
• Draft clear, free‑hand written decision outcomes that explain the reasoning behind each resolution.
• Prioritise workload to meet deadlines and adhere to the Financial Ombudsman Service’s decision‑making framework.

Required profile

• Proven experience investigating and resolving mortgage or financial complaints with full decision‑making accountability.
• Strong knowledge of mortgage products and related dispute types.
• Ability to work independently, meet targets, and maintain high quality under pressure.
• Resilient, professional communication style, especially with emotionally sensitive cases.

Required skills

What we offer

• Structured remote training and accreditation at the start of the assignment.
• Ongoing support from team managers, mentors, and case clinics for complex decisions.
• Clear performance expectations, feedback, and the flexibility of a home‑based contracting role.