Temporary Complaints Officer

Complaints Officer

Location: Milton Keynes or Hitchin – your choice
Rate: £19 per hour (Umbrella – all-inclusive rate)
Start Date: Ideally Monday 21st September 2026
Duration: Until the end of November, with potential for extension
Working Pattern: Hybrid – 1 day in the office, 4 days working from home
Hours: Monday to Friday, 9:00am–5:30pm (37.5 hours per week)
Pay: Weekly

Essential Experience
Previous complaints handling experience is essential, including experience dealing with Financial Ombudsman Service (FOS) cases. Please only apply if you have previous complaints handling experience and Ombudsman/FOS experience. This is essential for the role.

Experience within insurance or financial services is highly desirable, along with a good understanding of FCA complaint-handling requirements.

The Role
CCP Recruitment are partnering with a growing FinTech organisation to recruit an experienced Complaints Officer on an initial contract through to the end of November, with potential for extension.

Due to increased complaint volumes, you’ll support the team by managing customer complaints from initial receipt through to resolution. You’ll ensure complaints are investigated thoroughly, handled fairly and resolved within the required regulatory timescales, while maintaining compliance with FCA requirements.

You’ll investigate complaints, gather evidence, liaise with internal teams and communicate with customers throughout the complaint journey. You’ll also prepare written responses, support Financial Ombudsman Service (FOS) cases where required, and ensure all complaints are resolved fairly and accurately.

Key Responsibilities

• Manage customer complaints from receipt through to resolution.
• Investigate cases using customer correspondence, call recordings and internal systems.
• Gather and assess evidence to reach fair and appropriate outcomes.
• Draft customer communications, including final response letters.
• Deliver fair, evidence-based complaint outcomes in line with FCA requirements.
• Maintain accurate complaint records and case files.
• Handle and support Financial Ombudsman Service (FOS) cases where required.
• Liaise with internal teams to gather information and resolve complaints.
• Identify recurring complaint themes and escalate trends where appropriate.
• Manage a busy caseload while ensuring regulatory deadlines are met.
• Work effectively in a fast-paced environment, managing changing priorities and high complaint volumes while maintaining accuracy and quality.

About You

• Previous complaints handling experience within a regulated environment.
• Previous experience dealing with Financial Ombudsman Service (FOS) cases – essential.
• Experience within insurance or financial services is highly desirable.
• Good understanding of FCA complaint-handling requirements.
• Comfortable working in a fast-paced, high-volume environment.
• Strong investigation, communication and decision-making skills.
• Excellent attention to detail and the ability to manage a busy caseload.
• Confident producing clear, accurate and well-evidenced written responses.
• Able to manage competing priorities and work to regulatory deadlines.
• Available to start at short notice.

If you’re an experienced Complaints Officer with strong complaints and FOS experience and are looking for your next contract opportunity, we’d love to hear from you.

IND/GEN