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Complaints Investigator

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Complaints Investigator

This role sits within the Complaints team, which seeks to support CdV and its clients by ensuring any issues raised are dealt with in an appropriate and timely manner, in accordance with the DISP sourcebook of the FCA Handbook. The role holder is required to act as a point of contact for complainants, liaising with them to understand the main issues being raised and the root cause of their dissatisfaction.

The role involves gathering evidence and analysing data; the role holder is required to liaise with complainants, third parties and internal stakeholders to ensure sufficient information is obtained to conduct a thorough and impartial investigation and form an evidential-based decision.

The complaints journey is tracked through an online system and the role holder must be sufficiently experienced in retaining appropriate records and evidencing their decision making.

The role requires extensive analysis of trends and root causes; this requires experience in data analysis and the production of Management Information. Reporting is produced on a regular basis and the role holder is required to be proactive in their identification of trends and issues to appropriately escalate to the governing bodies of CdV.

There will be an opportunity for the role holder to become involved in projects from time-to-time, and they will gain exposure to the wider L&R department and have input in department-wide decisions.


  • Knowledge of the FCA DISP requirements and understanding of the requirements from the Financial Ombudsman Service (FOS).
  • Knowledge of basic retail investment products.
  • Industry experience in a relevant role in an FCA authorised financial services firm.
  • Previous experience as a complaints investigator.


  • Effectively manage the end-to-end journey for a complainant; from receipt of a complaint, through to conducting a fair and objective investigation and keeping the complainant informed of the progress and outcome.
  • Work with various internal and external stakeholders to ascertain the grounds and legitimacy of any complaints received.
  • Effectively communicate with complainants in a fair and clear manner, including producing decision letters and other relevant documents.
  • To provide timely and accurate management information.
  • Liaise with, and provide assistance to, other areas of the business in relation to case, advice and complaint related queries.
  • Investigate complaints and expressions of dissatisfaction from clients in accordance with the regulatory requirements.
  • Accurately record all aspects of the complaints journey, from investigation to resolution and generate regular reporting to use in governance meetings.
  • Proactively analyse and report upon trends and emerging risks by critically assessing the root cause of complaints received and issues identified.
  • Liaise with complainants, third parties and the Financial Ombudsman Service (FOS).
  • Undertake analysis of FOS decisions which may be relevant to Chase de Vere (CdV) and challenge the complaints investigation process and resolution in line with regulatory developments.
  • Support ad hoc projects related to complaints.


By joining Chase de Vere, you’ll have a progressive career with great benefits and a nurturing culture that makes you part of something special.

  • A competitive salary with the opportunity to earn an annual bonus
  • 25 days holiday, plus bank holidays
  • A day off for your birthday
  • Life assurance – 4 x salary
  • Comprehensive induction and training programme
  • Funded exams and paid study leave
  • A wide range of voluntary flexible benefits to suit your individual needs
  • The option to buy additional holiday days
  • Cycle to work Scheme
  • Two paid volunteering days each year, to support your local community
  • Employee Assistance Programme with access to a 24/7 helpline
  • Access to our free mortgage service, through our internal mortgage team
  • Our Employee Forum and Diversity & Inclusion group
  • Local and companywide events in support of our company charities


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