Regulated Complaint Handler

A newly established and growing motor finance company based in Macclesfield is looking to recruit a Regulated Complaint Handler on a contract basis, with the opportunity to move into a permanent position. This role will focus on handling a range of motor finance complaints (excluding commission-related), including irresponsible lending, service quality concerns and general servicing issues. You will be responsible for managing a varied caseload of both BAU (Business as Usual) complaints and more complex regulated motor finance complaints.

This will include investigating complaints relating to irresponsible lending, service quality concerns and general account servicing issues, ensuring fair customer outcomes are achieved in line with FCA requirements. You will also support the ongoing development of the company complaints framework. Key responsibilities as Regulated Complaint Handler Investigating and managing both BAU and regulated complaints from end to end. Speaking directly with customers to gather information and understand concerns.

Drafting bespoke outcome letters and responses to customers and FOS were required. Supporting the development of complaints procedures and controls. Helping establish root cause analysis and customer outcome monitoring. Ensuring processes remain scalable. Supporting quality assurance activities. Maintaining accurate records and compliance. Identifying trends and risks. What we’re looking for in a Regulated Complaint Handler:
Previous experience handling regulated complaints within financial services. Experience managing a high-volume BAU complaints caseload. Experience investigating complex customer complaints and producing detailed written responses. Understanding of FCA complaint handling requirements and DISP regulations. Experience dealing with motor finance, lending, banking, insurance or consumer finance complaints. Ability to conduct root cause analysis and identify trends. Strong written communication skills. Experience working with complaint management systems and case management tools.

Ability to manage a high-volume caseload while maintaining quality and accuracy. This is a hybrid working role (2-3 days per week in the office) If you think this is the Regulated Complaint Handler opportunity for you, apply now . Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

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