Job Title: Regulatory Compliance Officer Location: Hybrid - Castle Donington or Bristol (initially more office-based for training, then minimum 2 days/week - Monday is team anchor day) Contract Length: 6 months initially (potential for extension) Rate: £25.50 per hour PAYE About the Role A newly formed regulatory compliance team is seeking a proactive and detail-oriented Regulatory Compliance Officer to support the handling of escalated customer complaints. This role involves independently reviewing complex cases, preparing formal responses, and compiling case files for external regulatory bodies. The successful candidate will play a key role in ensuring the organisation meets its regulatory obligations while maintaining high standards of customer service and accountability. Key Responsibilities Manage complaints escalated to Stage 3 and Stage 4 of the formal complaints procedure. Gather and assess information from internal systems and colleagues to build a comprehensive timeline of events. Independently determine whether the organisation's position should be upheld or overruled and propose remedies where appropriate. Draft and issue Stage 3 letters to customers, either offering a resolution or placing the case in "deadlock". Prepare structured case files for submission to external regulators, including timelines, evidence, and the organisation's final position. Maintain accurate records of escalated ...