About The Opportunity
Job Type: Permanent
Application Deadline: 11 October 2025
Title
Resolutions Investigator
Department
Resolutions
Location
Kingswood, Surrey
Reports To
Team Manager
Level
Resolutions Investigator (2/3)
We help our clients invest for the future and to live the lives they want to lead. It's a responsibility we take seriously and it inspires us to do the right thing. Not just for our clients, but for each other and the world around us too. So, join Resolutions and feel like you're part of something bigger.
About Your Team
Resolutions supports Fidelity drive our values of Integrity & Trust by being Brave, Bold, Curious & Compassionate, playing a critical role in resolving complaints & providing independent data and insight.
About Your Role
You'll be responsible for investigating, resolving and responding to complaints which could carry a financial, regulatory or reputational implication for the business. The role of a complaint handler is key to help drive client centric change within the business through solid reasoning and accurate audit of all complaint cases
Key responsibilities include (but not limited to):
* Deal with all complaint cases you're assigned to agreed business standards & in line with regulations
* Communicate effectively with clients over the phone & in writing
* Use all available sources of information to fully explore complaints, identify errors and resolve them satisfactorily
* Support Fidelity's Treating Customers Fairly framework, ensuring concerns are promptly reported
* Escalate matters that have regulatory / reputational / financial risk
* Ensure the reputation and business integrity of Fidelity is upheld at all times
* Work collaboratively with colleagues, sharing specialist knowledge and skills within the business to improve the customer experience
About You
Experience & Qualifications required:
* Relevant UK financial services background, including formal complaint handling experience
* IOC1 to be completed within 4 years of start date (if not already held) (Retail)
* FA2 and CF1 qualifications preferable, or willingness to work towards them (WI)
* Ability to influence & negotiate at all levels
* Good interpersonal skills with the ability to communicate effectively and appropriately with internal and external customers, verbally and in writing
* Experienced user of Microsoft Office – Word, Outlook and Excel
* Commitment, professionalism & maturity
Feel rewarded
For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work – finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit
For more about our work, our approach to dynamic working and how you could build your future here, visit
As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.