Remote FCA Complaints Policy and Ombudsman Leader

Domestic & General Group; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading financial services provider in the UK is seeking a Complaints Policy and Ombudsman Manager to lead a team and manage the complaints policy framework. This strategic role requires expertise in financial services complaints, specifically FCA DISP rules and Consumer Duty principles, ensuring compliance and driving improvements. The successful candidate will influence operational resilience and customer trust through effective leadership and continuous improvement initiatives. Excellent analytical and communication skills are essential for this position.

Benefits

33 days annual leave

Health cash plan

Pension scheme

Life assurance

Discounted gym membership

Employee Assistance Programme

Qualifications

• Deep expertise in complaints management within a regulated financial services environment.
• Strong knowledge of FCA DISP rules, Consumer Duty, and Ombudsman processes.
• Proven ability to influence cross-functional priorities and drive strategic change.

Responsibilities

• Lead a team handling Financial Ombudsman Service cases.
• Develop and maintain the organisation’s complaints policy.
• Monitor performance metrics and report to senior leadership.

Skills

Expertise in complaints management

Knowledge of FCA DISP rules

Analytical skills

Communication skills

Stakeholder management

Commercial awareness

Job description

A leading financial services provider in the UK is seeking a Complaints Policy and Ombudsman Manager to lead a team and manage the complaints policy framework. This strategic role requires expertise in financial services complaints, specifically FCA DISP rules and Consumer Duty principles, ensuring compliance and driving improvements. The successful candidate will influence operational resilience and customer trust through effective leadership and continuous improvement initiatives. Excellent analytical and communication skills are essential for this position.