Complaints Manager (Investment Management)

Complaints Manager (Investment Management)

London

You will only be considered for this role if you have previous Investment or Wealth Management experience

Are you passionate about resolving customer issues and driving real change?

We are looking for an experienced Complaints SME / Lead to take ownership of our complaints process — ensuring customer concerns are handled fairly, efficiently, and in line with FCA standards.

This is a high‑impact, visible role where you’ll work closely with senior compliance leaders to shape policy, deliver training, and influence continuous improvement across the business.

What you’ll do:

✅ Lead impartial reviews of customer complaints

✅ Conduct root cause analysis to identify and fix systemic issues

✅ Handle Financial Ombudsman Service (FOS) cases, preparing evidence and liaising with teams

✅ Produce high‑quality MI and regulatory reports

✅ Chair the Complaints Forum and feed into governance committees

✅ Deliver engaging complaints training sessions across the business

✅ Keep policies sharp and compliant with evolving regulations

✅ Engage with industry bodies to track regulatory changes

What you’ll bring:

💼 3+ years’ complaints management experience in financial services (investment/wealth management preferred)

🔍 Strong investigative and dispute resolution expertise

🤝 Confident stakeholder management skills

✅ Proactive, organised, detail‑oriented approach

📢 Excellent communication and report‑writing skills

⚖️ High ethical standards and pragmatic problem‑solving mindset