Complaint Handler – FCA/Regulated Sectors (Insurance) | 3-Month Contract | Inside IR35 Location: Hybrid (London Office Visits Required) Contract: Initial 3-month contract (with potential extension) IR35 Status : Inside IR35 (Umbrella arrangement required) About the Role We are seeking experienced Complaint Handlers to join our team on an initial 3-month contract with the potential for extension. This role is inside IR35 and will require engagement through an umbrella company. You will be responsible for triaging and resolving customer complaints within an FCA-regulated environment. A key focus of this role is identifying complaints that can be resolved within three working days and taking swift, effective action to turn them around while ensuring compliance with FCA complaint handling regulations and delivering the highest standards of customer service Key Responsibilities: Effectively triage complaints to either resolve at first contact or escalate complex cases to the appropriate teams. Manage complaints from first contact through to resolution, ensuring all concerns are fully addressed. Apply FCA regulations and industry best practices to deliver fair and compliant outcomes. Engage directly with customers across voice and digital channels, demonstrating exceptional written and verbal communication skills. Write formal, bespoke response letters, ensuring clarity, professionalism, and accuracy. Effectively triage complaints to either resolve at first contact or escalate complex cases to the appropriate teams. Maintain detailed and accurate records, ensuring all complaint points are identified and addressed. Work flexibly across multiple teams and communication channels, adapting to changing priorities. Key Skills & Experience Required: Proven experience as a Complaint Handler within an FCA-regulated sector, ideally within Insurance. Strong working knowledge of FCA regulations for complaint handling. Ability to write formal and bespoke response letters to a high standard. Excellent customer service and interpersonal skills, with the ability to build rapport and understand complaint drivers. A keen eye for detail, ensuring all points of the complaint are identified and fully resolved. Ability to effectively triage complaints, managing straightforward cases to completion and escalating complex ones appropriately. Flexibility to work across multiple teams and communication channels. What We Offer: Competitive contractor rates (via an umbrella company). A dynamic hybrid working environment with London office visits. Opportunity to work in a fast-paced and regulated environment with potential contract extensions. If you are an experienced Complaint Handler with a strong understanding of FCA regulations and customer service excellence, we would love to hear from you Apply now to be considered.