Complaints Investigator

  • Location
    City Of London, Greater London
  • Salary
  • Category
    Legal - Paralegals
  • Job type
  • Industry
    Banking and Financial Services
  • External Reference

Adecco are currently recruiting for a number of Investigator roles working for Financial Ombudsman Service which are due to begin in July 2021.

The Financial Ombudsman are an independent, not-for-profit organisation set-up by parliament to resolve any financial disputes which may have occurred between a business and a customer if they have been unable to resolve the dispute themselves. They do this by making decisions that are fair - and feel fair to both sides. If they decide someone has been treated unfairly, they have the legal powers to resolve this.

The service deals with a variety of areas including banking, insurance, loans, mortgages, pensions and investments.

As an investigator, you will be looking into a wide range of complaints received and conducting a fair and thorough investigation into these in order to resolve the case. You will have approximately 4 telephone shifts per week (one hour each) where you will take calls from customers and businesses which will become your cases. You will then complete your investigations in order to come to a conclusion. This role involves a lot of administrative work, gathering paperwork, documents etc. to support your investigation. No two cases are the same and there isn't always a clear outcome, meaning you will need to use logic, common sense and empathy to resolve complex issues.

You do not need experience within financial services to be successful in this role but you must be able to demonstrate the following core skills: strong prioritisation, communication and decision-making skills, the ability to evaluate evidence using sound judgement and empathy, and the ability to work autonomously and take ownership for your own workload.

Location: Canary Wharf, London

Salary & Benefits: £28,900pa + excellent benefits including: 25 days annual leave (for full time members of staff) + all bank holidays, £800 benefit allowance* (more information below), non-contributory pension, life assurance, income protection, critical illness cover, personal accident cover, death in service pension, private medical insurance, virtual GP, free access to their on-site gym and more…. There is also the opportunity for salary progression after the first 12 months, based on your performance. *( The annual benefit allowance of £800 you can use to increase the cover levels on some of your core benefits or buy any of the voluntary benefits on offer or keep as cash.)

Hours: 35 hours per week. The service is open from 8am-8pm on weekdays and between 9am-1pm on Saturdays, your shift pattern will be agreed with your manager. You will only be expected to work a Saturday 3/4 times per year.

As an investigator, you will need to:

  • Listen carefully

  • Ask thoughtful questions

  • Think logically and impart effectively

  • Be mindful to the situations people may be in as they may be facing difficult circumstances

  • Be confident in asking your colleagues for help and using the knowledge tools provided to you in order to resolve problems to the best of your ability

  • Extend your knowledge to solve a wide range of problems as well as encouraging colleagues by sharing what you know, should they require your assistance

  • Being an investigator can be a very rewarding role however you must be aware that you may have to provide people with information which they will find unsettling meaning you must be very resilient. You must also be resilient as people can be very upset when speaking to you, being aware of this will be essential in this role.


If you are successful in obtaining a position you will be given extensive training for the first 4 months and a mentor to support and guide you. You will receive training on product areas and will gradually take on cases whilst training. Following the academy, you should be ready to start investigating cases on your own with the utilisation of your team where needs be.

This role is an excellent opportunity to begin a career with a fantastic organisation where you will be provided with training and development opportunities. If you would like to be considered for this vacancy or find out more information, please apply with your CV.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Holly Quinn