Complaints Handler

Role Overview    Our client is a specialist motor broker based in Twickenham. They focus exclusively on providing tailored motor insurance solutions to personal lines clients, and are looking for a diligent and empathetic Complaints Handler to join our Complaints & Quality Control team.
This is a customer-focused role at the heart of how we put things right. You will take ownership of customer complaints from first notification through to final resolution, investigating each case thoroughly, communicating clearly and fairly with customers, and ensuring every complaint is handled in line with FCA rules and our own internal standards. You will work closely with the wider Complaints & Quality Control team, as well as underwriting, claims, and customer service colleagues, to identify root causes and help drive improvements across the business.

Key Responsibilities     Complaint Investigation & Resolution    Take ownership of allocated complaints from receipt through to closure, acting as the customer's main point of contact throughout.
Investigate each complaint thoroughly, gathering all relevant policy, claims, and call/correspondence records to establish the facts.
Determine a fair and reasonable outcome for each case, applying sound judgement and treating customers fairly at every stage.
Draft clear, empathetic, and well-evidenced final response letters within FCA-mandated timescales.
Regulatory Compliance    Handle all complaints in accordance with FCA DISP rules, including acknowledgement, holding, and final response deadlines.
Maintain accurate and complete complaint records on the complaints handling system, ensuring full audit trails.
Escalate complaints appropriately to the Financial Ombudsman Service where required, and support the preparation of FOS case files.
Keep up to date with regulatory changes and guidance relevant to complaints handling in general insurance.
Customer Communication    Communicate with customers by phone, email, and letter in a professional, clear, and empathetic manner, particularly where customers are distressed or vulnerable.
Manage customer expectations proactively, providing regular updates on the progress of their complaint.
Identify and appropriately support vulnerable customers in line with the company's vulnerable customer policy.
Root Cause Analysis & Quality    Identify trends and root causes across complaint volumes and feed these back to the relevant teams and management.
Contribute to quality control reviews and calibration sessions to ensure consistency of complaint outcomes.
Support the wider Quality Control function in reviewing calls, files, and processes to identify areas for improvement.
Recommend process, training, or policy changes where complaint themes suggest a wider issue.
Reporting & Stakeholder Liaison    Maintain accurate complaint MI and support the preparation of regular complaints reports for senior management.
Liaise with underwriters, insurers, and claims handlers as needed to gather information relevant to a complaint.
Support the Complaints & Quality Control Manager with ad hoc projects, audits, and regulatory reporting requirements.
Person Specification     Essential Experience & Skills    Previous experience handling complaints within a UK general insurance or insurance broking environment.
Sound working knowledge of FCA DISP rules and the wider regulatory framework for complaints handling.
Strong written communication skills, with the ability to produce clear, well-structured final response letters.
Excellent investigative skills, with a methodical and fair approach to establishing the facts of a case.
Confident, empathetic telephone manner, including experience supporting vulnerable customers.
Good working knowledge of Microsoft Office, particularly Word and Excel.
Strong organisational skills with the ability to manage a caseload and consistently meet regulatory deadlines.
Desirable    Experience working within a personal lines motor broking environment.
Familiarity with OpenGI or other broker management systems.
Experience preparing case files for referral to the Financial Ombudsman Service.
Cert CII or working towards a relevant insurance qualification.
Personal Attributes    Calm, fair-minded, and resilient, with the ability to manage difficult conversations professionally.
A genuine customer advocate who is comfortable balancing customer outcomes with business and regulatory requirements.
Highly organised, with strong attention to detail and the ability to manage competing…