Customer Support Complaints Executive (Remote within the UK)

About this role

The Complaints Handler is responsible for managing customer complaints from initial receipt through to resolution, ensuring that complaints are handled fairly, consistently and in accordance with regulatory requirements and internal policies. Working within a fast-paced fintech environment, the Complaints Handler will investigate customer concerns, identify root causes, assess customer impact and provide clear, accurate and empathetic responses.

The role requires strong attention to detail and the ability to balance customer outcomes, regulatory obligations and commercial considerations. The successful candidate will be comfortable working with financial products, digital platforms and evolving processes. What you can expect to be doing: Complaint Management Manage a portfolio of customer complaints from allocation through to resolution. Review and understand the customer's concerns, ensuring all complaint points are accurately identified and addressed.

Conduct fair, thorough and proportionate investigations using available customer, account and transaction information. Review relevant policies, terms and conditions, customer communications and internal records. Assess whether the customer has experienced financial loss, inconvenience, distress or detriment. Identify appropriate remedial action, including corrections, explanations, apologies and compensation where appropriate.

Draft clear, accurate and professional complaint responses within agreed regulatory and internal timescales. Ensure complaints are resolved in a fair and consistent manner. Escalate complex, high-risk or potentially systemic complaints to the appropriate manager or specialist team. Regulatory & Compliance Handle complaints in accordance with applicable FCA requirements and the firm's complaints policy and procedures. Maintain an understanding of DISP requirements and the Financial Ombudsman Service (FOS) process.

Ensure customers are provided with appropriate information regarding their escalation rights where applicable. Identify potential Consumer Duty issues and ensure customer outcomes are considered throughout the investigation. Recognise potential conduct, vulnerability, financial difficulty and customer detriment indicators and escalate appropriately. Maintain accurate and complete complaint records to support regulatory reporting and audit requirements.