Complaint Handler

Role: Complaint Handler

Location: Remote

Start Date: November 2026

End Date: December 2026 – expected to extend until December 2027

Daily Rate: £165Inside IR35

Payroll provider: Rockford PayrollInfo for Contingent Workers – Rockford Pay

“Deloitte sets the requirements for the assignment. Rockford Resourcing acts as the agency on behalf of Deloitte and is responsible for sourcing candidates to fulfil the assignment. Successful candidates will be employed by Rockford Payroll. Rockford Payroll is responsible for the Associate’s employment, pay and applicable employment-related processes.”

The Role

We are seeking experienced General Banking Complaint Handlers to join a leading financial services organisation. This is an exciting opportunity for someone with strong complaint-handling experience who is confident managing customer concerns fairly, professionally, and in line with regulatory requirements.

As a General Banking Complaint Handler, you will manage a varied caseload of customer complaints across a range of banking products and services. You will investigate issues thoroughly, review supporting evidence, speak with customers where required, and work towards fair and timely resolutions.

Key Responsibilities

• Manage a caseload of banking complaints from investigation through to resolution
  
• Investigate customer concerns across general banking products and services
  
• Speak with customers to gather information and discuss their complaints
  
• Review account information, supporting documentation, and relevant evidence to determine appropriate outcomes
  
• Assess complaints objectively and reach fair, well-reasoned decisions
  
• Prepare clear and accurate complaint responses and Final Response Letters where required
  
• Record and document complaint investigations in line with internal and regulatory standards
  
• Escalate complex or high-risk cases appropriately while maintaining ownership of the complaint journey
  
• Manage your own workload effectively, prioritising cases according to complexity, customer needs, and deadlines
  

Experience & Skills Required

• Previous experience handling complaints within financial services or banking
  
• Strong understanding of complaint investigation and resolution processes
  
• Excellent verbal and written communication skills
  
• Ability to speak with customers professionally and confidently
  
• Strong analytical skills and attention to detail
  
• Ability to remain calm, objective, and professional under pressure
  
• Good knowledge of FCA regulations and DISP requirements is desirable
  
• Strong organisational skills with the ability to manage a busy caseload