Complaints Handler 2026

📋 Description

• Manage our complaints inbox and ensure acknowledgements and timelines are met
• Handle complaints in line with FCA and internal procedures
• Maintain accurate records, notes and documentation
• Investigate cases thoroughly using internal systems and cross-team collaboration
• Write high-quality final response letters addressing all aspects of a complaint
• Spot patterns and work with teams to improve processes

🎯 Requirements

• Proven experience in written complaint handling as your main responsibility
• Strong written communication skills and the ability to write structured, well-reasoned responses
• A solid understanding of regulated complaint requirements, timelines, and evidential standards
• Investigative nature, with the ability to assess information to reach a reasoned conclusion for the

🎁 Benefits

• Grow with Goodlord: Great Place to Work certified
• Bi-weekly coaching for wellbeing
• 25 days holiday plus UK Bank holidays, with up to 32 days total
• 3 months fully-paid parental leave
• Collaborative, values-driven team culture