Complaints Handling and Consumer Duty Officer

About Us:

InvestEngine is everything the modern investor should need. Unbeatable value, market-leading automation, and built for easy, long-term investing centred around ETFs. We’re already one of the fastest growing investment platforms in the UK and have passed £1bn invested.

We’re not just another investment platform — we’re redefining the game with our powerful investing tools designed for everyone, whether you’re just starting or scaling up. Recognized in top industry awards and growing fast ( MoneyWeek Readers' Choice Awards Winners - 2024 , Nuts About Money , Finder , Forbes ).

We’re looking for excellent individuals with a passion for ETFs, fintech, and personal finance, who can help us take InvestEngine to the next level.

About the Role

We’re seeking an experienced and strategic Complaints Handling and Consumer Duty Officer to take ownership of our firm-wide approach to Consumer Duty compliance, with a specific focus on complaint resolution to ensure fair client outcomes and help the firm deliver PROD expectations.

This is a cross-functional, high-impact role reporting to senior leadership. You’ll be responsible for overseeing our complaints-handling framework, acting as the firm’s internal advocate for clients, and leading the design and delivery of effective Consumer Duty governance across all relevant functions (Product, Marketing, Operations, Compliance, and Technology).

You will also play a key role in preparing Board-level MI, thematic reviews, and regulatory reporting as part of our ongoing Consumer Duty strategy.

Key Responsibilities:

Consumer Duty Leadership:

• Own and lead the delivery of Consumer Duty outcomes across the firm, in line with FCA expectations
• Act as the internal Subject Matter Expert on Duty, providing training, guidance, and challenge to first-line teams
• Oversee the production of Consumer Duty MI, client outcome testing, and ongoing monitoring of fair value, consumer understanding, and consumer support
• Support product reviews and governance processes, ensuring all offerings meet the needs of their target markets and deliver consistently good outcomes.
• Coordinate and contribute to the firm’s Consumer Duty Board reports and annual assessments, including drafting of the Consumer Duty Report to the Board and support for Target Market, Client Segmentation, and PROD reviews and assessments.
• Identify trends and recurring issues to contribute to continuous improvement initiatives.
• Chairing and coordinating the Consumer Duty Working Group
  

Complaints Oversight & Resolution:

• Lead the end-to-end handling of client complaints, including investigation, root cause analysis, and resolution
• Ensure all complaints are handled in line with DISP rules and reflect the spirit of the Consumer Duty
• Identify complaint themes and emerging risks, and work with senior stakeholders to mitigate these
• Maintain an accurate and up-to-date complaints register, ensuring all outcomes are recorded and monitored
• Provide strategic insight from complaint trends to inform continuous improvement

Cross-Functional Influence

• Work closely with Compliance, Operations, Product, and Marketing to embed the Duty into client journeys and communications
• Proactively challenge internal processes or content that may lead to poor outcomes
• Collaborate on client testing and user research initiatives to better understand the end-client experience
• Participate in regulatory audits, thematic reviews, and responses to FCA information requests as needed

Who you are:

Essential Experience & Skills:

• Minimum 4–6 years of experience in a regulated financial services role, with at least 2 years leading or directly supporting Consumer Duty, Treating Customers Fairly (TCF), or conducting risk initiatives.
• Strong understanding of FCA rules and expectations under the Consumer Duty, especially relating to client communications, value assessments, and product governance
• Senior-level complaints handling experience, with the ability to take ownership of complex and high-risk cases.
• Demonstrated ability to influence cross-functional teams and build constructive challenges into business processes
• Exceptional communication skills, including writing clear, fair, and empathetic responses to clients
• Excellent judgment, attention to detail, and a strong sense of accountability

Preferred Qualifications:

• Experience in investment platforms, wealth management, or retail investing
• Previous exposure to Board-level reporting and regulatory engagement
• Working knowledge of PROD, SM&CR, and operational risk frameworks
• Experience working in a remote or international team environment.

What You Can Expect from Us:

• InvestEngine is a small, agile business with fantastic room for growth, both internally and externally. Your opportunity for personal and professional growth and achievement is high, and strong performance is rewarded!
• Our horizontal working structure gives room to develop and make your role your own alongside a passionate team looking to improve the world of investing.
• We provide a flexible environment with "work from anywhere” scheme up to 3 months a year
• Opportunities to attend professional conferences to boost your professional development
• Health plans
• Pension contributions