About this role
Contingent Investigator – Mortgages
Financial Ombudsman Service | Fully Remote (UK only)
At the Financial Ombudsman Service, we resolve disputes between financial businesses and their customers. Every case is different, and the decisions we make can have a real impact on people’s lives.
We’re looking for experienced Investigators with a background in mortgage complaints to join us on a contingent basis. This is a home-based contracting role where you’ll manage your own caseload, investigate both sides of a dispute, and deliver against both quality and productivity expectations from an early stage.
What you’ll be doing
Investigating both sides of a complaint, reviewing evidence, and making fair and reasonable decisionsManaging your own caseload, progressing cases efficiently while maintaining quality standardsSpeaking with customers and businesses by phone and email to clarify facts, manage expectations, and move cases forward with open and honest conversations (even when they’re difficult)Producing clear, structured free-hand written decision outcomes that explain your reasoning Managing and prioritising your own caseload to meet objectives, quality standards and deadlinesThis is hands-on investigative work, not template-driven or process-only complaint handling
Training and support
A structured remote training and accreditation programme is provided at the start of the assignment, designed to align you to the Financial Ombudsman Service decision-making frameworks and quality expectations
Ongoing support includes:
Team managers and mentorsCase clinics for complex decisionsClear performance expectations and feedback
What we’re looking for
Proven experience investigating and resolving complaints, with full accountability for decision makingStrong knowledge of mortgage products and complaints (e.g. current accounts, savings, direct debits overdrafts, associated customer disputes and service-related issues)Experience working in a target-driven environment, consistently delivering against productivity and quality expectationsAble to get up to speed quickly, work independently, and take ownership of delivering outcomes from an early stageStrong judgement and confidence in decision making, with the ability to make fair, evidence-based decisions without reliance on close supervisionResilience and focus, maintaining quality and professionalism when handling high volumes of complex or emotionally sensitive casesClear and structured communication, able to produce well-reasoned, evidence-based written decisions independently, and explain outcomes confidently to both customers and businessesAbility to manage competing priorities, stay organised, and deliver outcomes whilst balancing quality with pace This role is not suitable for candidates whose recent experience is predominantly PPI-based
Assignment details
Home-based for the full 12-month assignment and must be carried out from the UK.Day rate: £210 per day (Umbrella) during training/accreditation, increasing to £260 per day after accreditation. Inside IR35. You’ll need to provide your own equipment (e.g., laptop), have fast, secure internet connection (minimum 70mbps), and an appropriate, distraction free, home working environment.Start date: 5th October 2026Interview process: Psychometric Testing, Reed interview, Final Interview with Financial Ombudsman Service
Why Experienced Contractors Choose Financial Ombudsman Service
Work that has real public impactClear standards and consistencyFully remote working, UK-basedLong-term contract stabilityStrong professional credibility on your CV
Apply
If your experience aligns, please submit your most up to date CV clearly outlining:
Mortgage products you’ve worked withComplaint types you’ve investigatedYour level of decision-making responsibility