Complaint Handler (Fintech)

TL;DR

Complaint Handler (Fintech): Managing and resolving complex customer complaints within a regulated investment environment with an accent on FCA compliance, Consumer Duty, and fair outcomes. Focus on investigating concerns, producing high-quality written resolutions, and acting as a first line of defense to mitigate operational and regulatory risks.

Location: Must be based in or able to commute to Manchester or Leeds, UK

Salary: From £32,200

Company

hirify.global is the UK’s number one flat-fee investment platform, managing over £75 billion in assets for more than 500,000 customers.

What you will do

• Deliver professional and empathetic complaint resolution services in line with FCA requirements.
• Take full ownership of complaints, engaging customers to understand their concerns and desired outcomes.
• Produce clear, evidence-based written and verbal communications regarding decisions and redress.
• Ensure first-time resolution and maintain accurate case records for compliance and root cause analysis.
• Collaborate across business teams to resolve complaints end-to-end and identify process improvements.
• Handle high-profile and executive-level complaints while adhering to the Risk Management Framework.

Requirements

• Must be based in or able to commute to Manchester or Leeds, UK
• Strong understanding of FCA complaint-handling requirements and the Financial Ombudsman Service (FOS).
• Knowledge of TCF (Treating Customers Fairly) and Consumer Duty regulatory obligations.
• Excellent written and verbal communication skills with the ability to manage difficult conversations.
• High level of accuracy, attention to detail, and ability to work across multiple internal systems.
• Ability to work independently and make informed risk-based decisions.

Culture & Benefits

• Group Personal Pension Plan with 8% employer contribution.
• Private Medical Insurance provided by Bupa.
• 25 days annual leave plus bank holidays.
• Personal and well-being fund for physical and mental wellness.
• Staff discounts on investment products and retail savings.
• Life assurance and group income protection.