Complaints Policy Manager

London OR Cardiff OR Remote (UK) | £41,300 - £52,250 + Incentive Awards tied to your performance + benefits

Our Complaints team

Our mission is to make money work for everyone. Our Complaints team works alongside Customer Operations to make sure customers receive the best possible service, even when things go wrong.

You’ll play a key role by…

• Leading, coaching and developing a team of Complaints Lead Experts
• Owning and improving our complaints policy framework
• Providing oversight and direction on complex complaint handling issues
• Using insights from quality assurance, FOS outcomes and escalations
• Partnering with Product, Legal, Risk, Compliance and Operations leaders
• Leading our response to regulatory developments, audits and compliance reviews
• Overseeing specialist activities, including regulatory disclosures and legal escalations

We’d love to hear from you if…

• You have strong knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements
• You're experienced in leading, coaching and developing technical specialists
• You can see the bigger picture, using complaint data and quality insights
• You're comfortable managing regulatory governance, control frameworks, audits
• You can build strong relationships across different teams
• You're confident balancing long-term strategic priorities with day-to-day operational challenges
• You're passionate about fair customer outcomes

What’s in it for you

• £41,300 - £52,250 + Incentive Awards tied to your performance + benefits
• Flexible working hours
• £1,000 learning budget each year
• MacBooks and support for work-from-home setup