Job Title

Senior Manager, Compliance Complaints

What’s the role?

This role is within the Line 2 Compliance function and is responsible for the independent investigation and resolution of complex, escalated and material complaints, including those referred to the Financial Ombudsman Service (FOS). It also provides credible oversight and challenge to the Line 1 customer complaints function to ensure complaint‑handling practices are effective, fair and fully compliant with regulatory requirements.

What will you do?

• Lead the independent investigation and resolution of complex, material and escalated complaints, ensuring thorough, fair and timely outcomes in line with regulatory requirements and IG’s complaints‑handling framework.
• Act as the Line 2 escalation point for complaints that pose significant regulatory, conduct or reputational risk, ensuring appropriate governance, do...