Job title: Investigator - Complaints
Division: Risk & Compliance Oversight
Department: Complaints
1. Salary: National (Edinburgh and Leeds) £43,100 and London £47,300
2. This role is graded as: Associate
3. Your recruitment contact is Riley Fox 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. Guide complex complaint investigations with diverse sources (systems, reports, governance papers) to uncover insights that drive better outcomes
5. Shape strategic improvements by identifying root causes of issues and recommending solutions that strengthen processes and prevent recurrence
6. Influence senior decision-making by presenting clear, evidence-based findings to stakeholders, ensuring lessons are learned and performance improves
7. Deliver high-quality outputs under pressure, including concise reports, letters, and committee papers, meeting strict deadlines and service standards
8. Manage a dynamic caseload of complaints in a fast-paced, target led environment, ensuring timely and fair resolutions
9. Drive continuous improvement by feeding insights from complaints into departmental analysis, helping shape future policy and operational excellence
10. Represent the FCA’s commitment to accountability, ensuring transparency and trust through rigorous, solo investigations
Skills required
Minimum:
11. Prior experience leading or contributing to analytical outputs, such as investigations, risk assessments, or research reports
12. Prior experience of reviewing and assessing large volumes of material to form evidence-based judgement
Essential:
13. Experience in proposing pragmatic recommendations and solutions to problems
14. Excellent written and oral communication skills, including the ability to communicate confidently, credibly and in a probing manner with colleagues, senior management, and subject-matter experts
15. Excellent analytical skills and able to consider the wider business context with a curious and probing attitude a person who does not take statements at face value but who investigates the factual position in order to make informed and well-reasoned judgements)
16. Ability to balance and manage multiple priorities, working alone and in a team, and manage several work streams simultaneously, with a flexible, proactive, and positive approach to the way you work with the ability to apply initiative and work in a changing environment
17. Excellent stakeholder management skills, which includes the ability to promote productive working relationships and collaborate with senior stakeholders in other Divisions and R&CO
Benefits
18. 25 days annual leave plus bank holidays
19. Hybrid model with up to 60% remote work
20. Non-contributory pension (8–12% depending on age) and life assurance at eight times your salary
21. Private healthcare with Bupa, income protection, and 24/7 Employee Assistance
22. 35 hours of paid volunteering annually
23. 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 and 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
Timeline:
24. Job advert close: w/c 23rd November
25. CV Review/Shortlist: 25th November
26. Case Study: w/c 1st December
27. First stage interview: w/c 8th December
28. 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.