Complaint Specialist | Pepper UK

Job Title: Complaints Specialist

Reports To: Complaints Manager

Direct Reports: None

Supervision: None



Key responsibilities include supporting with the day to day management of complaint handling within the Complaints team. This includes assisting with monthly reporting, both internally and to investors/clients, ad-hoc performance analysis, liaising with the Financial Ombudsman Service (FOS), quality assurance and helping to maintain working relationships with servicing partners to further enhance efficient operations.


  1. Main Duties


  • Resolution of Informal Complaints within 3 business working days following complaint being recorded. If no resolution, complaint to be acknowledged on business day 5 following receipt
  • Complaints will be investigated in line with the Internal Complaints Procedure (ICP).  The ICP outlines to customers how complaints will be handled and specifies the regulatory timescales associated with resolving complaints.  It also provides customers with FOS referral rights, should they wish to pursue their complaint further
  • All complaints to be resolved in line with the FCA rules outlined in DISP, and Engage will take into consideration guidance issued by the regulatory body or connected organisations
  • Ensure all complaints pro-flow queues are managed in  a timely manner and kept to within Service Level Agreements (SLA)
  • Responsible for daily interaction with complaint customers and other associated third parties, accurate processing of data onto I.T. systems and ensuring that workloads are processed efficiently and effectively in accordance with agreed policies and procedures 
  • Creating and submitting referrals to line Manager for all requests outside mandate
  • Where necessary, assisting when required with third party auditing
  • Assistance with monthly performance reporting
  • Liaise with any FOS related queries and provide information where applicable


  1. Regulation
  • Has a robust understanding of regulation and associated legislative policy and the impacts these have on the business
  • Awareness of the changes and development in regulation and legislation and the impact these have on the business including:
    • Mortgage Conduct of Business rules
    • Financial Services and Markets Act 2000
    • Financial Conduct Authority
    • Financial Services Compensation Scheme
    • Financial Ombudsman Service
    • Treating Customers Fairly
    • Regulatory complaint handling requirements


  1. Treating Customers Fairly

Treating Customers Fairly (TCF) is a principle which was first introduced by the Financial Services Authority (FSA) putting the needs of customers at the heart of all financial services providers to ensure that customers can be confident that they are dealing with an organisation that is looking after their interests.

Every member of staff is expected to do things ‘the right way’, ensuring that our customers interests are considered in everything we do.  The following TCF principles are fundamental to every role:

  • Giving the customer what they have been led to expect
  • Not taking advantage of the customer
  • Exhibit clarity in all customer dealings
  • Show flexibility, empathy and consideration in dealing with customers
  • Resolve mistakes or issues in the most effective manner
  • Being prepared to challenge process if you think it does not reflect our TCF values



  • Analyses problems, thinks creatively, and makes effective decisions in the appropriate timescale
  • Strategic thinker with the ability to turn ill-defined opportunities and problems into clear strategic paths
  • Demonstrates a good understanding of regulatory requirements and the impact these have on the business
  • Evidences the ability to effectively relate to the customer and communicate pertinent information in a cohesive and relevant manner
  • Excellent analytical and abstract reasoning skills, plus excellent organisation skills
  • Able to apply consideration to potential outcomes and to make decisions with supervision
  • Fully appreciates and consistently adheres to  company compliance procedures and standards for their role

Find out how we use your details by visiting our Fair Processing Notice for Job Applicants page.


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