Complaints Handler

Complaints HandlerLocation: ManchesterRole Type: PermanentWork Setup: Hybrid - 3 days in the office (Tuesday to Thursday)Who We Are Vanguard is one of the world''s leading investment firms, dedicated to helping clients achieve lasting financial success. Established in 1975, its unique ownership structure-where funds own the company and investors own the funds-ensures all efforts are focused on client outcomes. Known for integrity, innovation, and low-cost investing, fosters an inclusive and collaborative culture that empowers employees to make a meaningful impact globally.What You''ll DoManage client complaints end to end, acting as the primary point of contact throughout the resolution process.Investigate complaints thoroughly by gathering and analysing evidence, reviewing client interactions, and liaising with relevant internal teams.Communicate clearly, empathetically and professionally with clients, providing regular updates on the progress of their complaints.Prepare accurate, well-reasoned Final Response Letters (FRLs), clearly outlining decisions, explanations and any remedial actions.Handle all complaints in accordance with FCA, DISP and other applicable regulatory requirements and internal procedures.Maintain complete, accurate and auditable records of complaint investigations, communications, outcomes and remedial actions.Keep knowledge up to date on financial products, complaint-handling regulations and best practice, applying sound judgement, attention to detail ..... full job details .....