Contingent Banking Investigator – Remote (UK)

About the role

The Financial Ombudsman Service is seeking experienced investigators to handle general banking complaints on a contingent basis. This fully remote position allows you to manage your own caseload from home while delivering fair, evidence‑based decisions that impact customers and businesses.

Key responsibilities

• Investigate both sides of banking complaints, reviewing evidence and making balanced decisions.
• Manage and prioritize a personal caseload to meet quality and productivity targets.
• Communicate with customers and businesses via phone and email to clarify facts and move cases forward.
• Produce clear, structured written decisions that explain reasoning.
• Maintain high standards of professionalism when handling complex or emotionally sensitive cases.

Required profile

• Proven experience investigating and resolving banking complaints with full decision‑making accountability.
• Strong knowledge of general banking products such as current accounts, savings, direct debits and overdrafts.
• Track record of meeting productivity and quality targets in a target‑driven environment.
• Ability to work independently, quickly grasp new information and take ownership of outcomes.
• Resilience and sound judgement when dealing with high‑volume, sensitive cases.

Required skills

What we offer

• Structured remote training and accreditation aligned with decision‑making frameworks.
• Ongoing support from team managers, mentors and case clinics.
• Clear performance expectations and regular feedback.