Complaint Handler

Complaint Handler

Apply (vanguard.wd5.myworkdayjobs.com/en-US/…)

locations

Manchester, United Kingdom

time type

Full time

posted on

Posted Today

time left to apply

End Date: November 20, 2026 (9 days left to apply)

job requisition id

183681

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.

About Us

Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.

This website uses "cookies" to distinguish you from other users. A cookie is a small file of letters and numbers placed on your computer or device. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site and services. The cookies are stored locally on your computer or mobile device. To accept cookies you can continue browsing as normal. Or you can go to our Privacy Policy (vanguardjobs.com/site-privacy-policy) to read more information and learn how to change your preferences.

Read More