Vehicle Quality Complaints Handler

Vehicle Quality Complaints Handler Location: Hybrid/Remote working 1 day in the office Salary: £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