Contingent Investigator – Consumer Credit

Financial Ombudsman Service | Fully Remote (UK only)

At the Financial Ombudsman Service, we resolve disputes between financial businesses and their customers. Every case is different, and the decisions we make can have a real impact on people’s lives.

We’re looking for experienced Investigators with a background in consumer credit complaints to join us on a contingent basis. This is a home-based contracting role where you’ll manage your own caseload, investigate both sides of a dispute, and deliver against both quality and productivity expectations from an early stage.

What you’ll be doing

Investigating both sides of a complaint, reviewing evidence, and making fair and reasonable decisions
Managing your own caseload, progressing cases efficiently while maintaining quality standards
Speaking with customers and businesses by phone and email to clarify facts, manage expectations, and move cases forward with open and honest conversations (even when they’re difficult)
Producing clear, structured free-hand written decision outcomes that explain your reasoning
Managing and prioritising your own caseload to meet objectives, quality standards and deadlines
This is hands‑on investigative work, not template‑driven or process‑only complaint handling

Training and support

A structured remote training and accreditation programme is provided at the start of the assignment, designed to align you to the Financial Ombudsman Service decision‑making frameworks and quality expectations

Ongoing support includes:

Team managers and mentors
Case clinics for complex decisions
Clear performance expectations and feedback

What we’re looking for

Proven experience investigating and resolving complaints, with full accountability for decision making

Strong knowledge of the consumer credit market (e.g. personal and payday loans, motor finance, irresponsible lending, credit cards, overdrafts)

Experience working in a target‑driven environment, consistently delivering against productivity and quality expectations

Able to get up to speed quickly, work independently, and take ownership of delivering outcomes from an early stage

Strong judgement and confidence in decision making, with the ability to make fair, evidence-based decisions without reliance on close supervision

Resilience and focus, maintaining quality and professionalism when handling high volumes of complex or emotionally sensitive cases

Clear and structured communication, able to produce well‑reasoned, evidence‑based written decisions independently, and explain outcomes confidently to both customers and businesses

Ability to manage competing priorities, stay organised, and deliver outcomes whilst balancing quality with pace

This role is not suitable for candidates whose recent experience is predominantly PPI‑based

Assignment details

Home-based for the full 12‑month assignment and must be carried out from the UK.
Day rate: £210 per day (Umbrella) during training/accreditation, increasing to £260 per day after accreditation. Inside IR35.
You’ll need to provide your own equipment (e.g., laptop), have fast, secure internet connection (minimum 70mbps), and an appropriate, distraction free, home working environment.
Start date: 10th August
Interview process: Psychometric Testing, Reed interview, Final Interview with Financial Ombudsman Service

Why Experienced Contractors Choose Financial Ombudsman Service

Work that has real public impact
Clear standards and consistency
Fully remote working, UK‑based
Long‑term contract stability
Strong professional credibility on your CV

Apply

If your experience aligns, please submit your most up to dare CV clearly outlining:

Insurance products you’ve worked with
Complaint types you’ve investigated
Your level of decision‑making responsibility

Consumer Credit Contingent Investigator

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