Complaints Handler

Job Description

FinEdge Capital is looking for a resilient and diplomatic Complaints Handler for our Manchester customer-resolution team. You will investigate customer complaints across our banking and investment products, liaise with internal departments to find fair outcomes, and ensure every case is resolved within regulatory timeframes. Cases range from service delays to complex investment disputes, each requiring careful, impartial analysis.\n\nThis specialist role offers deep exposure to financial regulation including FCA complaint-handling rules, making it an excellent foundation for careers in compliance, risk and customer-operations leadership. We provide full training, professional development support and a collaborative team environment. Secondment opportunities with the compliance team broaden your regulatory expertise. You will contribute to monthly root-cause forums alongside operations leaders. Professional membership of the relevant industry body is funded for team members.

Responsibilities

Investigate customer complaints thoroughly and impartially\nLiaise with operations, compliance and product teams to gather facts\nDraft clear, empathetic final-response letters within regulatory deadlines\nIdentify root causes and recommend process improvements\nMaintain accurate complaint records for regulatory reporting\nHandle Financial Ombudsman referrals and information requests

Requirements

High school diploma; degree or financial-services qualification preferred\nMinimum 2 years of experience in complaints, customer service or banking\nStrong written English with excellent attention to detail\nResilient, fair-minded approach to difficult conversations\nKnowledge of FCA complaint-handling rules is an advantage\nEligibility to work in the United Kingdom

Skills

Complaint investigation, Regulatory compliance, Report writing, Negotiation, Root-cause analysis, Empathy, Case management, FCA knowledge, Attention to detail, Stakeholder liaison

Benefits

Monthly salary of $2,400 – $3,400 plus annual bonus\n25 days annual leave plus pension scheme\nProfessional qualifications sponsorship\nHybrid working options\nCareer pathways into compliance and risk