Vehicle Quality Complaints Handler

Vehicle Quality Complaints Handler

Location:

Hybrid/Remote working 1 day in the office Salary: £30,000 – £33,000

The Role An established and growing financial services organisation is seeking a Vehicle Quality Complaints Lead to join its specialist complaints function. This is a key, lead-level position within the team, offering a high degree of ownership, autonomy, and accountability . You will take full responsibility for managing complex vehicle quality disputes end-to-end, acting as the subject matter expert and primary decision-maker across your caseload.

You’ll play a crucial role in shaping outcomes, influencing stakeholders, and ensuring fair, consistent decisions in line with FCA regulations and Financial Ombudsman Service (FOS) expectations.

Key Responsibilities Take full ownership of escalated vehicle quality complaints , managing cases from investigation through to final response Act as a lead decision-maker , applying expertise and judgement to complex and high-value cases Investigate complaints in line with FCA guidelines, ensuring fair and robust outcomes Liaise directly with key stakeholders including:
Vehicle dealers Finance lenders Independent engineers Gather and critically assess technical and contractual evidence Apply the Consumer Rights Act 2015 (CRA), assessing factors such as age, mileage, price, and fault timing Lead negotiations with dealerships on liability, repairs, and cost contributions Manage and respond to cases escalated to the Financial Ombudsman Service, including preparing detailed submissions and evidence packs Identify trends and root causes, feeding insight back into wider business improvements Stay up to date with regulatory and industry developments, including FCA DISP rules and relevant case law About You At least 2 years’ experience handling vehicle quality or technical complaints in a motor finance setting Strong working knowledge of FCA regulations and complaint-handling frameworks Understanding of dealer aftersales and repair processes Experience managing or contributing to FOS cases Confident operating with autonomy and ownership , able to make decisions independently Strong negotiator, comfortable challenging external parties where needed Excellent written communication skills for formal responses and regulatory submissions Analytical, detail-focused, and confident handling complex cases What’s on Offer 25 days holiday  bank holidays Free on-site parking A lead-level role with real ownership and autonomy over your caseload Opportunity to build expertise and influence outcomes in a specialist area Hybrid working with strong flexibility Exposure to complex, high-impact cases within a growing organisation