Consumer Credit Contingent Investigator

Contingent Investigator – Consumer 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 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