Complaints Handler

This is a great opportunity and a key role within the team, ensuring regulatory compliance, and upholding our commitment to outstanding customer service.


  • Casual dress
  • Company events
  • Company pension
  • Flexitime
  • Gym membership
  • Life insurance
  • On-site parking
  • Private medical insurance
  • Sick pay


  • Flexitime
  • Monday to Friday

Work Location: Hybrid remote in Gloucester

Application deadline: 04/09/2023

Expected start date: 02/10/2023

Male office worker looking at laptop and making notes while sitting in office

This is a great opportunity and a key role within the team, ensuring regulatory compliance, and upholding our commitment to outstanding customer service.

Job description

Automotive Compliance Ltd are the largest FCA Principal Firm working specically in the Automotive Retail Space. We are both Market leading and Multi Award Winning.

Excellent benefits await the successful candidate, including a collaborative and supportive working environment; competitive pay; and lots of opportunities for professional development, while also maintaining work-life balance; Private Health Care and Life Cover; enjoying company events and your birthday off as a gift from us!


Complaints Handler : Your role:

The role of a Complaints Handler is to be responsible for effectively managing and resolving customer complaints within FCA regulatory guidelines, ensuring the highest standards of customer service are delivered. This role requires a strong understanding of the financial services industry, excellent written and spoken communication skills and an inquisitive mind-set with strong attention to detail.

This is a great opportunity for someone with experience in dealing with customer complaints in the financial services industry to really drive good customer outcomes in resolving customers complaints efficiently and with compassion.



  • Deal with incoming complaints from customers, which may include Vulnerable customers, for both regulated and non-regulated complaints in an approachable and customer centric manner.
  • Carry out in-depth investigations to make an unbiased and informed complaint decision.
  • Communicating with the Appointed Representatives, Product providers and customers to confirm findings and investigation outcomes.
  • Offering ongoing support to our Appointed Representatives with complaints handling and notification guidance, building strong relationships
  • Logging, organising and filing all complaint evidence into relevant systems, following Data protection guidelines.
  • Assisting with compilation of data for FCA GABRIEL complaints reporting.
  • Handling and resolving Customer Complaints both directly and via FOS, by telephone, email and video calling.
  • Communicating outcomes, analysis, trends and root cause analysis of complaints activities to Board and ExCo.
  • Ordering and keeping a stock of FOS leaflets
  • Liaising with all business areas, becoming the main point of contact for all Complaint enquiries
  • Keep up to date with relevant regulations, guidance and best practice in financial services industry to ensure that our complaints processes align with requirements
  • Compiling data for presentation monthly to the Board of directors.


Skill requirements:

  • Knowledge of the FCA’s DISP Handbook and complaints handling processes and procedures would be great to see, along with experience of dealing with FOS.
  • Demonstrate a good knowledge of using Microsoft Office, Excel, Outlook, Powerpoint.
  • Ability to communicate with retail customers and our growing Appointed representative network of Automotive Dealerships via telephone, e-mail and video calling (MS Teams)
  • Data analysis and compiling reports for leadership team.
  • Understanding of the General insurance and Consumer Credit FCA rules and regulations would also be beneficial.
  • Excellent time management
  • Strong problem solving skills
  • Ability to self-motivate and able to manage workload effectively
  • Excellent attention to detail and the ability to see the whole picture
  • A good understanding of all regulatory requirements relating to complaint handling.
  • Organisation of all the above skills, to produce favourable outcomes, excellent results and hit monthly KPIs as designated.


We invest in our employees who are valuable assets to our company and full training will be given.

We currently work a hybrid blend of mandatory Physical Office Attendance in central Gloucester.

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Frequently Ask Questions

Our team of specialists is here to answer any questions you may have.

Yes, either Directly Authorised or as an Appointed Representative of a Principal Firm.

You do have options, contact us here at Automotive Compliance Ltd, and we will be happy to help.

If you’re unable to spare the time or effort to go through the FCA Handbooks (Finance = Consumer Credit Sourcebook CONC, General Insurance = Insurance Conduct of Business Sourcebook ICOBS) and understand how they relate to your business, feel free to reach out to us for assistance. We can help interpret the regulations and provide guidance.

This person has to know and meet the regulatory requirements as well as understand how the regulations apply to them.

This is something you need to know, you can find out who is on the FCA’s Register of Approved Persons’

Your business could be at risk if you do nothing, being compliant will mean you are mitigating your risks, this not only ensures peace of mind, but also sends a positive message to your customers.

Get in touch

If you have questions, please either call us on 01452 671 570 or complete this form and one of our team will get in touch with you quickly.