Complaints AnalystRisk & Compliance | London (Hybrid)We are working with a well-established UK wealth management business to recruit a Complaints Analyst to join their Risk & Compliance function.This role sits within the second line of defence and plays a key part in ensuring fair client outcomes, regulatory compliance, and continuous improvement of complaints handling across the business.The RoleReporting to the Complaints Manager, you will take ownership of the investigation and resolution of client complaints, ensuring regulatory requirements are met and appropriate outcomes are delivered.You will work closely with stakeholders across the business and act as a key contact for clients, advisers, third parties, and the Financial Ombudsman Service.Key responsibilities include:Managing the end-to-end handling, investigation, and resolution of client complaintsEnsuring complaints are logged, acknowledged, and responded to within regulatory timeframesPreparing clear, professional client correspondence, including final response lettersLiaising with internal stakeholders, advisers, third parties, and relevant ombudsman servicesConducting root cause analysis and producing management information (MI) and reportsSupporting regulatory reporting and committee packsContributing to improvements in complaints processes, policies, and controlsHelping deliver training and feedback to the wider business to prevent future complaintsMaintaining robust records and documentation in line with regulatory expectationsAbout YouYou will bring strong complaints-handling experience from a regulated financial services environment, ideally within wealth management, investment management, or financial planning.Key skills and experience:Solid knowledge of FCA DISP rules and the Financial Ombudsman Service processUnderstanding of investment management and/or financial planning products and regulationExperience working to strict deadlines and managing a high volume of casesExcellent written and verbal communication skillsStrong stakeholder management skills, with the confidence to remain independentAbility to analyse data, identify trends, and present clear MICalm, professional, and client-focused approachProactive, adaptable, and detail-oriented