Complaints Handler - 6 months FTC

Job description

At Ascot Lloyd, we exist to transform complexity into clarity and provide trusted, jargon‑free financial advice that puts clients first. When something goes wrong, how we respond matters. Complaints handling is not a back‑office process — it is a critical moment of truth for our clients and for our culture. The Role: As a Complaints Handler at Ascot Lloyd, you will play a vital role in protecting good customer outcomes , ensuring complaints are handled fairly, transparently and in line with FCA DISP requirements . You will investigate complaints independently, communicate clearly with clients, and ensure learning is captured and shared to continuously improve how we serve our clients. This role demands sound judgement, empathy, attention to detail and professional courage — balancing regulatory expectations with our commitment to doing the right thing. Key Responsibilities: Complaint Investigation & Resolution: - Receive, log and assess client complaints in line with the FCA definition of a complaint and internal policies. - Conduct fair, thorough and impartial investigations, gathering evidence from advisers, files, systems and third parties. - Identify opportunities for early res...