Senior Complaint Handler

Davies
United Kingdom
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Customer empathy","Written communication","Analytical thinking","Problem-solving","Mentoring"]

Manage complex, high-risk insurance complaints end-to-end, using policy documentation, claim files, and evidence to make fair, evidence-based decisions. Draft customer-friendly responses, recommend compensation/redress, and ensure resolutions meet FCA and business timescales. Serve as a technical specialist and mentor for complaint handlers, support FCA/financial ombudsman requirements, and drive continuous improvement through complaint trend analysis and root-cause findings.

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Davies
Davies
1 day ago

Senior Complaint Handler

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Manage complex, high-risk insurance complaints end-to-end, using policy documentation, claim files, and evidence to make fair, evidence-based decisions. Draft customer-friendly responses, recommend compensation/redress, and ensure resolutions meet FCA and business timescales. Serve as a technical specialist and mentor for complaint handlers, support FCA/financial ombudsman requirements, and drive continuous improvement through complaint trend analysis and root-cause findings.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Investigate and resolve a portfolio of complex, sensitive, and high-profile complaints across insurance products and services.
  • •Conduct detailed investigations using policy documentation, claim files, call recordings, correspondence, and supporting evidence.
  • •Draft clear, well-reasoned, customer-friendly complaint responses and recommend compensation/redress where required.
  • •Ensure complaints are resolved within FCA and business timescales and represent the business during Financial Ombudsman Service investigations.
  • •Act as a technical specialist/mentor to coach colleagues, support QA/calibration, and drive continuous improvement using complaint data and root-cause analysis.

Pay and Benefits

Perks:PensionLife AssuranceDentalLearning BudgetEapPaid HolidaysRemote Work

Key Requirements

  • •Significant experience handling complaints within insurance, financial services, or another regulated environment.
  • •Strong understanding of FCA complaint handling requirements, particularly DISP.
  • •Proven ability to investigate complex complaints and reach evidence-based decisions.
  • •Experience handling Financial Ombudsman Service referrals and investigations.
  • •Excellent written communication skills to produce high-quality complaint responses.
Experience:InsuranceFinancial servicesRegulated environment
Skills:Customer empathyWritten communicationAnalytical thinkingProblem-solvingMentoring

Company Brief

Davies
Davies is a specialist professional services and technology firm delivering claims, underwriting, and risk solutions to insurers, reinsurers, brokers and regulated businesses globally, with major capabilities in claims management, forensics, and digital transformation.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: City of London, United Kingdom
Founded: 1968
Glassdoor
Glassdoor: 3.8
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