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.