Technical Complaints Specialist – Financial Services

About the role

This position is for an experienced Technical Complaints Specialist who will investigate and resolve complex complaints across pensions, investments and mortgage products. You will work within a leading UK financial services organisation, influencing improvements and ensuring regulatory compliance.

Key responsibilities

• Investigate and resolve complex complaints across pensions, investments and mortgage products, ensuring fair outcomes and FCA compliance.
• Calculate and implement appropriate redress solutions, balancing efficiency and commercial considerations.
• Review appeals from clients and advisers, assessing complaints objectively.
• Provide technical guidance and training to colleagues to raise service standards.
• Conduct root‑cause analysis and identify opportunities for process improvement and risk reduction.
• Build strong relationships with internal stakeholders, advisers, legal teams and external bodies such as the Financial Ombudsman Service.

Required profile

• DipFA or DipPFS qualification (essential).
• Strong background in regulated complaints, compliance or customer resolution within financial services.
• Excellent knowledge of pensions, investments and mortgage products.
• Deep understanding of FCA Complaint Handling Rules, Treating Customers Fairly principles and Conduct of Business requirements.
• Strong analytical, communication and stakeholder management abilities.
• Ability to manage complex cases autonomously and make sound commercial decisions.

Required skills

What we offer

• Hybrid working (3 days in the Swindon office).
• Professional development opportunities.
• Collaborative and supportive culture.