Complaints Officer

Start Date: ASAP
Location: Milton Keynes
Salary: £19 per hour (Umbrella – Weekly Pay - All Inclusive Rate)
Duration: 1–3 months initially (potential extension)
Working Pattern: Hybrid – 2 days in the office
Hours: Monday to Friday, 09:00–17:30 (37.5 hours)
  
Essential Experience
Please only apply if you have previous complaints handling experience. This is essential for the role. Experience within insurance or financial services is highly desirable, along with a good understanding of FCA complaint handling requirements.

CCP are partnering with a growing Fintech organisation to recruit an experienced Complaints Officer on an initial 1–3 month contract. Due to increased volumes, you'll support the team by managing customer complaints from receipt through to resolution, ensuring fair outcomes and compliance with FCA regulations.

There is the potential for this contract to be extended.

The Role
You'll investigate complaints, gather evidence, liaise with internal teams and communicate with customers throughout the complaint journey. You'll prepare written responses, support Financial Ombudsman Service (FOS) cases where required, and ensure all complaints are resolved fairly, accurately and within regulatory timescales.

Key Responsibilities

• Manage customer complaints from receipt through to resolution.
• Investigate cases using customer correspondence, call recordings and internal systems.
• Draft customer communications, including final response letters.
• Deliver fair, evidence-based complaint outcomes in line with FCA requirements.
• Maintain accurate complaint records and case files.
• Support Financial Ombudsman Service (FOS) investigations where required.
• Identify recurring complaint themes and escalate trends where appropriate.

 
About You

• Previous complaints handling experience within a regulated environment.
• Experience within insurance or financial services, with a good understanding of FCA complaint handling requirements.
• Experience supporting Financial Ombudsman Service (FOS) cases would be advantageous.
• Strong investigation, communication and decision-making skills.
• Excellent attention to detail and the ability to manage a busy caseload.
• Available to start at short notice.

 
If you're an experienced Complaints Officer looking for your next contract opportunity, we'd love to hear from you.

This vacancy is being managed by Danielle at CCP. If you have the relevant experience and would like to be considered, please apply online. CCP aims to respond to all applications within 72 hours.