Financial Conduct Authority
Regulating financial services firms and financial markets in the UK, https://www.fca.org.uk/careers
Requirements of the role
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
* Guide complex complaint investigations with diverse sources (systems, reports, governance papers) to uncover insights that drive better outcomes
* Shape strategic improvements by identifying root causes of issues and recommending solutions that strengthen processes and prevent recurrence
* Influence senior decision-making by presenting clear, evidence-based findings to stakeholders, ensuring lessons are learned and performance improves
* Deliver high-quality outputs under pressure, including concise reports, letters, and committee papers, meeting strict deadlines and service standards
* Manage a dynamic caseload of complaints in a fast‑paced, target‑led environment, ensuring timely and fair resolutions
* Drive continuous improvement by feeding insights from complaints into departmental analysis, helping shape future policy and operational excellence
* Represent the FCA’s commitment to accountability, ensuring transparency and trust through rigorous, solo investigations
Location
London, Leeds, Edinburgh
Contract type
Full time, Permanent
Profession
Complaints, Financial Services, Investigator
Working pattern
Flexible working, Hybrid
Closing Date
24/11/2025
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