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Contingent Investigator – Mass Claims (Deferred Payment Credit)

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 deferred payment credit (DPC) 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 DPC and similar credit agreements
• 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), and an appropriate, distraction free, home working environment.
• Start date: 19th October 2026
• Interview process: Reed Interview, Psychometric Testing, 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 date CV clearly outlining:

• DPC agreements you’ve worked with
• Complaint types you’ve investigated
• Your level of decision‑making responsibility

Disability Confident Scheme

As part of the recruitment process for this role, applicants who demonstrate the required experience and background through their application, CV, and initial telephone interview will be invited to complete an online assessment. We use the relevant assessment results, together with the information provided during the application and screening process, to determine whether candidates meet the minimum criteria to progress. Reasonable adjustments are available throughout the recruitment process.

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