Job Title: Senior Complaint Handler (Consumer Credit)
Salary: £30,000 – £33,000 per annum
Location: Sheffield (Office-based)
Hours: 37.5 hours per week (Monday–Friday)
Reports to: Complaints Manager
About the Role
We are looking for a capable and detail-focused Senior Complaint Handler to join our growing Complaints function within a FCA-regulated consumer credit business.
This role focuses on the end-to-end handling of regulated complaints under FCA DISP rules, with exposure to Financial Ombudsman Service (FOS) escalations, particularly within consumer credit lending (including high-cost short-term credit).
You will play a key role in ensuring complaints are investigated fairly, responses are well evidenced, and regulatory standards are consistently met, supporting good customer outcomes under the Consumer Duty framework.
Key Responsibilities
Complaints Handling (DISP & FOS Support)
- Manage a caseload of regulated complaints from initial receipt through to final response.
- Investigate complaints relating to affordability, irresponsible lending, arrears handling, and service issues.
- Prepare clear, well-reasoned Final Response Letters (FRLs) in line with FCA DISP requirements.
- Support the preparation and submission of FOS case files, ensuring accuracy and completeness.
- Maintain professional communication with customers, internal stakeholders, and where required, FOS case handlers.
FOS & Escalations Support
- Manage and maintain FOS inboxes and case allocations, ensuring timely responses.
- Collate and organise case files, audit trails, and evidence bundle for FOS submission.
- Assist in responding to FOS requests for information and adjudicator queries.
- Track and update case progress through escalation stages.
Credit & Conduct Insight
- Support review of complaints involving irresponsible lending and affordability assessments.
- Identify and escalate potential credit risk, underwriting, or policy gaps identified through complaints.
- Contribute to identifying repeat complaint trends and root cause themes.
MI & Continuous Improvement
- Assist in maintaining basic complaints MI dashboards and tracking spreadsheets.
- Support monthly reporting on complaint volumes, outcomes, and FOS escalation rates.
- Contribute ideas and feedback to improve processes, customer journeys, and complaint resolution quality.
- Participate in “lessons learned” discussions to improve operational and lending practices.
General Responsibilities
- Ensure all complaints are handled within regulatory timeframes.
- Maintain accurate and auditable complaint records in line with FCA expectations.
- Work collaboratively with Operations, Collections, Underwriting, and Compliance teams.
- Act in accordance with SM&CR Conduct Rules and Consumer Duty obligations.
Skills & Experience
- Experience handling complaints in a financial services or regulated consumer credit environment.
- Understanding of FCA DISP rules and complaint handling processes.
- Familiarity with affordability, lending decisions, or collections processes.
- Exposure to FOS complaints handling or escalation support (desirable but not essential).
- Strong written communication skills with the ability to produce clear, structured case responses.
- High attention to detail and ability to manage multiple cases under time pressure.
- Comfortable working with data (basic Excel / reporting tools).
- Team-focused, proactive, and willing to learn within a fast-paced environment.
Why This Role?
This is a strong development role for someone looking to progress within complaints, conduct risk, or financial services operations, with real exposure to regulatory complaints, FOS processes, and consumer credit decisioning.
You’ll gain hands-on experience in:
- FCA-regulated complaint lifecycle management
- FOS escalation processes
- Consumer Duty application in real cases
- Credit risk and affordability complaint themes
- Operational and regulatory reporting
Salary Range
£28,500 – £33,000 depending on experience and exposure to FOS and regulated credit complaints.
Job Types: Full-time, Permanent
Pay: £28,500.00-£33,000.00 per year
Benefits:
- Company pension
- Private medical insurance
- Store discount
Application question(s):
- Do have a disability that will require any reasonable adjustments for the interview/recruitment process or job role (working in-person from the office) ?
Work Location: In person
