Internal Investigator
Division: Risk & Compliance Oversight
Department: Complaints
1. Salary: National (Edinburgh and Leeds) £43,100 London £47,300 (salary offered will be based on skills and experience)
2. This role is graded as: Associate L8 - Regulatory
3. Your recruitment contact is Riley via k. Applications must be submitted through our online portal. Applications sent via social media or email will not be accepted.
About the FCA and team
We regulate financial services firms in the UK, to keep financial markets fair, thriving and effective. By joining us, you’ll play a key part in protecting consumers, driving economic growth, and shaping the future of UK finance services.
The Complaints Department sits within Risk and Compliance Oversight Division (R&CO) which performs the second line of defence function in the FCA.
R&CO helps the FCA identify, assess, and report risks that threaten the FCA's ability to deliver its statutory objectives.
Role responsibilities
4. Conduct complex and sensitive complaint investigations, gathering and analysing evidence from diverse sources to deliver fair, balanced and defensible outcomes that build organisational trust
5. Handle high‑impact issues with professionalism and emotional intelligence, ensuring individuals are treated respectfully while safeguarding organisational integrity and public confidence
6. Uncover root causes and systemic patterns by looking beyond single cases, turning trends and insights into meaningful learning that prevents recurring issues
7. Develop practical, outcome-focused recommendations that enhance processes, improve controls and support long-term organisational improvement
8. Embed learning and change across the organisation, ensuring recommendations translate into measurable improvements
9. Manage a varied and fast‑paced caseload, balancing quality, fairness and timeliness to meet demanding service standards without compromising rigour
Skills required
Minimum:
10. Prior experience leading complex investigations, by analysing large volumes of information, identifying gaps or conflicts, asking probing questions, and forming clear, evidence‑based judgements
11. Demonstrable experience Producing high‑quality written outputs — including investigation reports, decision letters and other correspondence — tailored for diverse audiences from complainants to senior leaders. Also experienced in taking calls from complainants, ensuring clear, professional communication
12. Prior experience delivering justifiable, well‑reasoned outcomes that are fair, evidence‑based and capable of withstanding internal and external scrutiny
Essential:
13. Highly developed written and oral communication skills, with the ability to communicate confidently, credibly, and in a manner that constructively questions with colleagues, senior management, and subject-matter experts, including challenging assumptions and testing explanations where appropriate
14. Structured capability, with the ability to assess complex information critically, consider the wider organisational and regulatory context, and maintain a curious, investigative mindset—seeking to establish the factual position rather than accepting information at face value in order to reach well-reasoned judgements
15. Prior ability to manage competing priorities and multiple workstreams, working both with minimal supervision and collaboratively within a target-driven team, while remaining flexible and responsive in a changing environment
16. Effective stakeholder management skills, with a track record of building productive working relationships and engaging senior stakeholders across Divisions and R&CO to deliver robust outcomes
Benefits
17. 25 days annual leave plus bank holidays
18. Hybrid model where employees work a minimum of 40% in the office each month (expectation of 50% for senior leaders). Changing from September to a minimum of 50% in the office each month (expectation of 60% for Directors and Executive Directors)
19. Non-contributory pension (8–12% depending on age) and life assurance at eight times your salary
20. Private healthcare with Bupa, income protection, and 24/7 Employee Assistance
21. 35 hours of paid volunteering annually
22. A flexible benefits scheme designed around your lifestyle
For a full list of our benefits, and our recruitment process as a whole visit our benefits page.
Our values & culture
Our colleagues are the key to our success as a regulator. We are committed to fostering a diverse and inclusive culture: one that’s free from discrimination and bias, celebrates difference, and supports colleagues to deliver at their best. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation, and delivers better regulation.
If you require any adjustments due to a disability or condition, your recruiter is here to help - reach out for tailored support.
We welcome diverse working styles and aim to find flexible solutions that suit both the role and individual needs, including options like part-time and job sharing where applicable.
Disability Confident: our hiring approach
We’re proud to be a Disability Confident Employer, and therefore, people or individuals with disabilities and long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. In cases of high application volumes, we may progress applicants whose experience most closely matches the role’s key requirements.
Useful information and timeline
23. Advert Closing: 15th February
24. CV Review/Shortlist: 17th February
25. Case Study: w/c 23rd February
26. Interviews: w/c 2nd March
27. Your Recruiter will discuss the process in detail with you during screening for the role, therefore, please make them aware if you are going to be unavailable for any date during this time.