Complaints Assurance Analyst

We're working with a leading legal and advisory firm on a high-profile regulatory remediation programme involving historic customer complaints in the retail banking sector. We're looking for a Complaints Assurance Analyst to support the review and quality assurance of previously-handled complaints, ensuring compliance with FCA expectations.

This is a 6-month contract with strong potential for extension. The role is hybrid, with three days per week required on-site in central London.

You will be responsible for:

• Reviewing historic customer complaint cases for regulatory compliance and outcome fairness
• Conducting sample-based QA and audit testing across large complaint populations
• Applying knowledge of DISP rules and FCA expectations to remediation activity
• Identifying issues in case handling or customer treatment during the complaint lifecycle
• Supporting documentation and escalation processes for findings

• Experience in complaints handling, complaints QA, or remediation within financial services
• A strong understanding of FCA DISP rules and relevant conduct regulation
• Familiarity with retail banking products such as packaged accounts, pension reviews, or investment advice
• Prior involvement in large-scale complaints programmes or regulatory reviews (desirable)
• A structured, detail-oriented approach and the ability to work independently within QA frameworks

Initial 6-month contract.