Complaints Investigation Support Associate

Complaints Investigation Support Associate

Division: Complaints
Department: Risk & Compliance Oversight (R&CO)

• Salary: National (Edinburgh and Leeds) ranging from £31,600 to £39,000 and London from 34,700 to £44,000 (salary offered will be based on skills and experience)

• This role is graded as: Associate – Level 9 - Regulatory

• Your recruitment contact is Rumana Hussain via [email protected]. Applications must be submitted through our online portal. Applications sent via social media or email will not be accepted.

About the FCA and team  

We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. By joining us, you’ll play a key part in protecting consumers, driving economic growth, and shaping the future of UK financial services. 

Risk & Compliance Oversights (R&CO) vision is to be an effective second line of defence for the FCA, working with each of the Divisions to ensure the management of Own Risks (operational, execution and public confidence risks) is effective to enable the FCA to successfully manage Risks of Harm and, hence, help ensure it achieves its statutory objectives.

Complaints are a barometer of the FCA’s effectiveness of harm prevention/reduction, therefore how they are handled, responded to, and evaluated is vital to the FCA’s success. Complaints are recognised by government as being an important indicator of performance but also of transparency and as such the Complaints Commissioner, HM Treasury, Prudential Regulation Authority and Financial Services Compensation Scheme.

Role responsibilities

• Assess and prepare complaint cases, triage new complaints, and set complexity for effective allocation

• Undertake continuous improvement activities through ad hoc projects, while playing a key role in supporting departmental success

• Support the management of Complaints Scheme cases via Intact as ‘our complaints case management system’ by ensuring accurate processing, timely updates, and acknowledging complaints to keep complainants informed

• Work closely with Lead Associates to ensure efficient workflow management across the team, with excellent learning and development opportunities

• Serve as the primary point of contact for IT and system issues, providing support as needed

• Support the delivery of Local Area and other Complaints SLAs through effective stakeholder management, while gaining exposure to all aspects of financial regulation

Skills required

Minimum:

• Proven experience in triaging and prioritizing casework effectively

• Experience using the Intact system for managing complaints and case workflows

Essential:

• Proven experience working in a fast-paced environment, combining excellent organisational, prioritisation and time management skills, with the ability to work in a structured way and deliver high-quality results under tight deadlines

• Proven experience in a role which has required strong written and verbal communication skills, along with the ability to cultivate and manage stakeholder relationships across all levels

• Ability to work effectively within a team environment, contributing to shared objectives within a team to achieve common goals

• A solid grasp of how the FCA operates or a strong ability and eagerness to learn quickly and also support the development of others too, embracing adaptability and a practical approach to work

• Capability to maintain composure, resilience and approachability in high pressure situations, with the ability to prioritise and provide support to your team and setting positive example for colleagues across the Division

• Brings a genuine passion for delivering excellent customer service while demonstrating a proactive, flexible, and collaborative approach to teamwork and adapting seamlessly to changing priorities

Benefits

• 25 days annual leave plus bank holidays

• Hybrid model with up to 60% remote work

• Non-contributory pension (8–12% depending on age) and life assurance at eight times your salary

• Private healthcare with Bupa, income protection, and 24/7 Employee Assistance

• 35 hours of paid volunteering annually

• A flexible benefits scheme designed around your lifestyle

For a full list of our benefits, and our recruitment process as a whole visit our benefits page.

Our values and culture

Our colleagues are the key to our success as a regulator. We are committed to fostering a diverse and inclusive culture: one that’s free from discrimination and bias, celebrates difference, and supports colleagues to deliver at their best. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation, and delivers better regulation.

If you require any adjustments due to a disability or condition, your recruiter is here to help - reach out for tailored support.

We welcome diverse working styles and aim to find flexible solutions that suit both the role and individual needs, including options like part-time and job sharing where applicable.
 

Disability confident: our hiring approach
We’re proud to be a Disability Confident Employer, and therefore, people or individuals with disabilities and long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. In cases of high application volumes  we may progress applicants whose experience most closely matches the role’s key requirements.
 

Useful information and timelines

Timeline:

• Job Advert Close: 9th December 2025

• CV Review/Shortlist: 11th December 2025

• First Interview: WC 15th December 2025

• Your Recruiter will discuss the process in detail with you during screening for the role, therefore, please make them aware if you are going to be unavailable for any date during this time.