What’s the role? 

Our client Deloitte, a “Big 4” Professional Services firm, are currently looking for experienced Complaint Handlers to join a Pension & Investment project reviewing advice and suitability complaints.


  • Conduct Data Enrichment & Validation activity (‘DE&V’)
  • Dealing with Pensions – predominantly SIPP wrappers containing underlying funds – in both accumulation and decumulation phases.
  • Working with OEICs – both ISA and non-ISA as well as Investment Bonds
  • Complaints relating to Venture capital products such as VCTs and EIS schemes and DB pension transfer advice.
  • Carry out customer contact (where required) to conclude Suitability Assessment
  • Perform redress calculations.
  • Write final response letters.
  • Rapidly incorporate ongoing business and process changes into your ways of working and conducting case reviews.
  • Act upon feedback from quality checking functions, learning from any mistakes and rectifying moving forwards.
  • Support other team members with their case reviews.

Essential skills & experience required:

  • Pensions and Investments Complaint Handling experience – specific experience of dealing with OEICs, Investment Bonds and SIPPs
  • Proven experience of dealing with complaints around product advice and suitability of the product to the customer
  • Experience of dealing with customers in a regulated environment
  • Ability to demonstrate decision making using a holistic approach
  • Strong literacy / numeracy
  • Excellent attention to detail and accuracy
  • Ability to work to demanding deadlines (workflow & time management)
  • Ability to attain and maintain specified quality and production targets
  • Ability to work independently & as part of a rapidly changing team
  • Demonstrate an ability to work with honesty, integrity and trustworthiness
  • Maintain high standards of professionalism and competence
  • Good communication skills, including letter writing and telephony
  • PC skills (Word and Excel)

Next steps:

To express your interest in this opportunity, don’t delay; please click apply now.

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Tell me more

  • Location: Remote working
  • Rate: £220pd inside IR35 or £250pd with L4 qualification
  • Work Pattern: Standard Business Hours
  • Start Dates: 5th August 2024
  • Duration: December 2024