Lloyd’s is the world’s leading insurance and reinsurance marketplace, bringing together the world’s leading risk takers to advance global progress.
Our strategy is focused on delivering strong underwriting performance, operating an efficient and flexible marketplace, and maximising the capital advantage of the Lloyd’s market — while continuing to build a Lloyd’s we are proud of.
How we deliver this, matters. We take the risk, make things happen, and own the outcome — working together across our global network to turn insight into impact.
Complaints Investigation Associate (6 Month FTC)
Location: Chatham
About the Role
We are seeking a Complaints Investigation Associate to join the Market Oversight & Delivery team. This role focuses on the independent investigation and resolution of UK and international policyholder complaints escalated to Lloyd’s.
You will play a key role in delivering fair, evidence-based outcomes, working closely with managing agents and stakeholders while ensuring compliance with FCA and international regulatory requirements.
About Lloyd’s
Lloyd’s is the world’s leading insurance and reinsurance marketplace, bringing together expertise to share risk and build a more resilient global economy. Our culture is underpinned by three core behaviours: Take the risk, Make it happen and Own the outcome.
Key Responsibilities
- Conduct thorough investigations into complex policyholder complaints
- Analyse evidence and policy documentation to determine fair outcomes
- Negotiate with managing agents and representatives to resolve complaints
- Issue compliant regulatory responses in line with FCA and international requirements
- Mandate redress payments where appropriate within agreed authority
- Manage and prioritise caseloads to meet regulatory deadlines
- Maintain accurate complaint data and support regulatory reporting
- Provide guidance to internal teams and external stakeholders on complaint processes
- Build strong relationships across the market and with key external parties
- Contribute to continuous improvement of complaint handling processes
Skills & Experience
- Strong analytical and decision-making capability
- Ability to interpret insurance policy wordings and apply them to complex cases
- Experience of handling complaints or claims in a regulated environment
- Understanding of FCA DISP rules, Consumer Duty and complaint handling frameworks
- Excellent communication and negotiation skills
- Ability to manage competing priorities and work to strict deadlines
- Collaborative approach with the confidence to support and guide others
What We’re Looking For
- A fair, objective and detail-focused approach to problem solving
- Strong stakeholder management and relationship-building skills
- Confidence in making evidence-based decisions in a regulatory environment
- A proactive mindset with a commitment to continuous improvement
- Alignment with Lloyd’s values: being brave, working together and doing the right thing
Being inclusive at Lloyd’s is integral to how we work — and how we deliver impact.
We aim to build a diverse, inclusive environment that reflects the global markets we serve, where everyone is treated with dignity and respect and supported to reach their full potential.
We take the risk by challenging traditional thinking and being proactive about inclusion. That means being open and positive about workplace adjustments, prioritising health and wellbeing, and investing in diversity and inclusion training so everyone feels able to contribute and succeed.
We make things happen by turning our commitment into action. Through employee networks, mentoring, volunteering opportunities and sustained investment in professional development, we create an environment where inclusion is experienced day‑to‑day — not just talked about.
We own the outcome by focusing on impact. By bringing together diverse perspectives and the best minds in the industry, we work collaboratively with underwriters and brokers to create innovative, responsive solutions that share risk and solve complex problems across global markets.
Should you require any additional support with your application, or any adjustments, please click the following link;
https://urldefense.com/v3/__http:/ctir.cleartalents.com/apply/experiencedhires__;!!BHksnLxjsWnPVFM!Zw-sfFLbBNwtuHUIxAmJhLtq95RHC4LwVQ7lnk_w-3aFwpTfsLqE3qds0B5si5JOpqnfgYCoarWa3kTt1ET-Wfj94vZY_A$
Please note, clicking on this link does not register your application for the vacancy
Lloyd's London, England Office
One Lime Street, London, United Kingdom, EC3M 7HA
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