At Ascot Lloyd, we exist to transform complexity into clarity and provide trusted, jargon‑free financial advice that puts clients first. When something goes wrong, how we respond matters. Complaints handling is not a back‑office process — it is a critical moment of truth for our clients and for our culture.
The Role
As a Complaints Handler at Ascot Lloyd, you will play a vital role in protecting good customer outcomes, ensuring complaints are handled fairly, transparently and in line with FCA DISP requirements. You will investigate complaints independently, communicate clearly with clients, and ensure learning is captured and shared to continuously improve how we serve our clients.
This role demands sound judgement, empathy, attention to detail and professional courage — balancing regulatory expectations with our commitment to doing the right thing.
Key Responsibilities
Complaint Investigation & Resolution
- Receive, log and assess client complaints in line with the FCA definition of a complaint and internal policies.
- Conduct fair, thorough and impartial investigations, gathering evidence from advisers, files, systems and third parties.
- Identify opportunities for early resolution while ensuring outcomes are robust and defensible.
- Own complaints end‑to‑end, ensuring progress is proactive and deadlines are met.
Clear, Confident Client Communication
- Draft high‑quality, understandable and empathetic written communications, including:
- Acknowledgements
- Holding responses
- Final Response Letters (FRLs) issued within DISP timescales
- Translate technical or regulatory matters into clear, jargon‑free explanations that clients can genuinely understand.
- Ensure all responses reflect Ascot Lloyd’s commitment to transparency, professionalism and respect.
Regulatory & Governance Excellence
- Handle complaints in accordance with:
- FCA DISP rules
- Consumer Duty expectations
- Ascot Lloyd’s Complaints Handling Policy
- Escalate emerging risks, potential breaches or systemic issues promptly.
- Support complaints referred to the Financial Ombudsman Service (FOS), including preparation of case files and responses.
Learning, Insight & Continuous Improvement
- Identify root causes, trends and conduct risks arising from complaints.
- Contribute to complaints MI, thematic analysis and lessons‑learned activity.
- Work collaboratively with first‑line teams to drive improvements and prevent repeat issues.
Living Our Values – OneAscotLloyd
At Ascot Lloyd, values are not slogans — they guide decisions every day. As a Complaints Handler, you will be expected to demonstrate:
- Client First – Always
Every decision is grounded in fair client outcomes and long‑term trust.
- Clarity
You cut through complexity and explain issues simply, honestly and confidently.
- Expertise
You apply regulatory knowledge, sound judgement and attention to detail to reach fair outcomes.
- Collaboration
You work constructively across teams while maintaining independence and professional challenge.
What We’re Looking For
Essential
- Experience handling complaints within UK financial services.
- Strong understanding of FCA DISP requirements and complaint handling standards.
- Excellent written communication skills with a proven ability to explain complex matters clearly.
- Ability to remain impartial, resilient and calm when handling sensitive cases.
- Strong organisational skills and ownership mindset.
Desirable
- Experience issuing Final Response Letters and dealing with the Financial Ombudsman Service.
- Familiarity with adviser suitability, file checking or investment platforms.
- Understanding of Consumer Duty and conduct risk.
Why This Role Matters
Handled well, a complaint can reinforce trust rather than damage it. This role sits at the heart of Ascot Lloyd’s commitment to clear advice, strong governance and exceptional client service — and plays a direct role in protecting both clients and the firm.
