About this role
As a Complaint Handler, you will play a critical role in ensuring fair and professional resolution of client complaints within a regulated financial services environment. You will be responsible for managing the end-to-end complaints process, from initial investigation through to final response, while maintaining compliance with FCA, DISP, and other relevant regulatory frameworks.
What you’ll do: Investigate and Respond to Client Complaints:
• Manage end-to-end client complaints, acting as the primary point of contact throughout the process • Conduct thorough investigations by gathering and analysing evidence, reviewing client interactions, and liaising with internal teams • Communicate with clients in a clear, empathetic, and professional manner, keeping them informed of progress • Produce high-quality Final Response Letters (FRLs), clearly outlining decisions and any remedial actions • Ensure all complaints are handled in line with FCA, DISP, and other regulatory requirements • Maintain accurate and comprehensive records for all cases Process Adherence and Regulatory Compliance:
• Follow standardised complaints handling procedures, ensuring all actions comply with FCA, DISP, and other relevant regulations. • Ensure detailed and accurate record keeping. Knowledge and Professional Development:
• Maintain up-to-date knowledge of financial products, complaint handling regulations, and best practices. • Demonstrate strong written and verbal communication skills, attention to detail, and sound judgment in all interactions.
What we’re looking for
• Previous experience handling complaints within a regulated financial services environment • Strong understanding of FCA, DISP, and relevant regulatory frameworks • Excellent written and verbal communication skills • Strong analytical skills with the ability to make fair and balanced decisions • High attention to detail and the ability to manage complex or sensitive cases with professionalism and discretion • A collaborative, team-oriented attitude and commitment to continuous improvement
Why join us?
• Be part of a supportive and collaborative team • Work in a role where you can make a real difference to customer outcomes • Gain exposure to a regulated environment with opportunities for professional development
Additional Information
• This role operates on a hybrid working model, with Tuesday to Thursday based in the office • Please note that Vanguard is unable to offer visa sponsorship for this position
How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.