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Financial Ombudsman Service | Fully Remote (UK only)

At the Financial Ombudsman Service, we resolve disputes between financial businesses and their customers. Every case is different, and the decisions we make can have a real impact on people’s lives.

We’re looking for experienced Investigators with a background in consumer credit complaints to join us on a contingent basis. This is a home-based contracting role where you’ll manage your own caseload, investigate both sides of a dispute, and deliver against both quality and productivity expectations from an early stage.

What you’ll be doing

• Investigating both sides of a complaint, reviewing evidence, and making fair and reasonable decisions
• Managing your own caseload, progressing cases efficiently while maintaining quality standards
• Speaking with customers and businesses by phone and email to clarify facts, manage expectations, and move cases forward with open and honest conversations (even when they’re difficult)
• Producing clear, structured free-hand written decision outcomes that explain your reasoning
• Managing and prioritising your own caseload to meet objectives, quality standards and deadlines
• This is hands-on investigative work, not template-driven or process-only complaint handling

Training and support

A structured remote training and accreditation programme is provided at the start of the assignment, designed to align you to the Financial Ombudsman Service decision-making frameworks and quality expectations

Ongoing support includes:

• Team managers and mentors
• Case clinics for complex decisions
• Clear performance expectations and feedback

What we’re looking for

• Proven experience investigating and resolving complaints, with full accountability for decision making
• Strong knowledge of the consumer credit market (e.g. personal and payday loans, motor finance, irresponsible lending, credit cards, overdrafts)
• Experience working in a target-driven environment, consistently delivering against productivity and quality expectations
• Able to get up to speed quickly, work independently, and take ownership of delivering outcomes from an early stage
• Strong judgement and confidence in decision making, with the ability to make fair, evidence-based decisions without reliance on close supervision
• Resilience and focus, maintaining quality and professionalism when handling high volumes of complex or emotionally sensitive cases
• Clear and structured communication, able to produce well-reasoned, evidence-based written decisions independently, and explain outcomes confidently to both customers and businesses
• Ability to manage competing priorities, stay organised, and deliver outcomes whilst balancing quality with pace
• This role is not suitable for candidates whose recent experience is predominantly PPI-based

Assignment details

• Home-based for the full 12-month assignment and must be carried out from the UK.
• Day rate: £210 per day (Umbrella) during training/accreditation, increasing to £260 per day after accreditation. Inside IR35.
• You’ll need to provide your own equipment (e.g., laptop), have fast, secure internet connection (minimum 70mbps), [JL1] and an appropriate, distraction free, home working environment.
• Start date: 24th August
• Interview process: Psychometric Testing, Reed interview, Final Interview with Financial Ombudsman Service

Why Experienced Contractors Choose Financial Ombudsman Service

• Work that has real public impact
• Clear standards and consistency
• Fully remote working, UK-based
• Long-term contract stability
• Strong professional credibility on your CV

Apply

If your experience aligns, please submit your most up to dare CV clearly outlining:

• Consumer Credit products you’ve worked with
• Complaint types you’ve investigated
• Your level of decision-making responsibility

Pay: £210.00-£260.00 per day

Application question(s):

• Within the last 5 years, do you have a minimum of 3 years' experience handling complex financial complaints on an end-to-end basis?

Work Location: Remote