Financial Conduct Authority
Regulating financial services firms and financial markets in the UK,
Requirements of the role
The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. Follow this link to find out more About the FCA.
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.
This role is for a Senior Investigator as part of our Complaints team. The role involves investigating complaints by carrying out desk-based reviews and interrogating information from a wide range of sources, working on complex Complaints and supporting wider work within R&CO.
What will you be doing?
* Investigating and leading complaints by carrying out desk-based reviews and interrogating information from a wide range of sources, including case management systems, process documents, project board papers and reports to divisional and executive committees
* Taking on differing degrees of responsibility depending on their nature and complexity, including strategic planning and delegating tasks and mentoring responsibilities for junior colleagues, acting as a role model
* Using information gathered from complaints to feed into the department's root cause analysis work and forming a view on whether a weakness has been identified, understanding why it occurred in the first place and making recommendations
* Providing coherent and compelling independent views to FCA senior management and other stakeholders on findings to ensure that the FCA continually improves its performance and service delivery and ensuring that the organisation learns lessons from events
* Drafting, including preparing succinct and high-quality reports to be presented to business areas and executive-level committees, detailed, letters to complainants and stakeholders with investigation findings, and responses to internal stakeholders – all within strict time limits
* This role sits in our BAU (Business as Usual) Complaints team, which as a volume driven team. This mean the successful candidate will need to work to SLAs (Service Level Agreements) including quality, progression and closure targets.
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Location
London, Leeds, Edinburgh
Contract type
Full time, Permanent
Profession
Complaints, Finance, Investigator, Senior
Working pattern
Flexible working, Hybrid
Closing Date
29/09/2025