Job Description
Vehicle Quality Complaints Handler
Location: Hybrid/Remote working 1 day in the officeSalary: £30,000 - £33,000
The Role
An established and growing financial services organisation is seeking a Vehicle Quality Complaints Lead to join its specialist complaints function.
This is a key, lead-level position within the team, offering a high degree of ownership, autonomy, and accountability. You will take full responsibility for managing complex vehicle quality disputes end-to-end, acting as the subject matter expert and primary decision-maker across your caseload.
You'll play a crucial role in shaping outcomes, influencing stakeholders, and ensuring fair, consistent decisions in line with FCA regulations and Financial Ombudsman Service (FOS) expectations.
Key Responsibilities
- Take full ownership of escalated vehicle quality complaints, managing cases from investigation through to final response
- Act as a lead decision-maker, applying expertise and judgement to complex and high-value cases
- Investigate complaints in line with FCA guidelines, ensuring fair and robust outcomes
- Liaise directly with key stakeholders including:
- Vehicle dealers
- Finance lenders
- Independent engineers
- Gather and critically assess technical and contractual evidence
- Apply the Consumer Rights Act 2015 (CRA), assessing factors such as age, mileage, price, and fault timing
- Lead negotiations with dealerships on liability, repairs, and cost contributions
- Manage and respond to cases escalated to the Financial Ombudsman Service, including preparing detailed submissions and evidence packs
- Identify trends and root causes, feeding insight back into wider business improvements
- Stay up to date with regulatory and industry developments, including FCA DISP rules and relevant case law
About You
- At least 2 years' experience handling vehicle quality or technical complaints in a motor finance setting
- Strong working knowledge of FCA regulations and complaint-handling frameworks
- Understanding of dealer aftersales and repair processes
- Experience managing or contributing to FOS cases
- Confident operating with autonomy and ownership, able to make decisions independently
- Strong negotiator, comfortable challenging external parties where needed
- Excellent written communication skills for formal responses and regulatory submissions
- Analytical, detail-focused, and confident handling complex cases
What's on Offer
- 25 days holiday + bank holidays
- Free on-site parking
- A lead-level role with real ownership and autonomy over your caseload
- Opportunity to build expertise and influence outcomes in a specialist area
- Hybrid working with strong flexibility
- Exposure to complex, high-impact cases within a growing organisation
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