Consumer Credit Contingent Investigator – Remote

About the role

The Financial Ombudsman Service is seeking experienced investigators to handle consumer credit complaints on a contingent basis. Working fully remotely from anywhere in the UK, you will manage your own caseload, assess evidence from both parties, and deliver fair decisions that impact customers and businesses.

Key responsibilities

• Investigate both sides of consumer credit complaints, reviewing documentation and evidence.
• Maintain a personal caseload, progressing cases efficiently while meeting quality standards.
• Communicate with customers and businesses by phone and email to clarify facts and manage expectations.
• Produce clear, structured written decisions that explain reasoning.
• Prioritise workload to meet productivity targets and deadlines.

Required profile

• Proven experience investigating and resolving consumer credit complaints with full decision‑making accountability.
• Strong knowledge of the consumer credit market, including personal loans, payday loans, motor finance, credit cards and overdrafts.
• Track record of delivering against productivity and quality targets in a fast‑paced environment.
• Ability to work independently, quickly absorb new information and own outcomes from the start.
• Resilience and professionalism when handling high volumes of complex or emotionally sensitive cases.

Required skills

What we offer

• Structured remote training and accreditation aligned to the Financial Ombudsman Service decision‑making framework.
• Ongoing support from team managers, mentors and case clinics for complex decisions.
• Clear performance expectations and regular feedback.