Complaints Handler Location: Middlesex, UK The Opportunity An established personal lines motor insurance broker is looking for a diligent, empathetic and customer-focused Complaints Handler to join its Complaints and Quality Control team. This is an excellent opportunity for an experienced insurance complaints professional to take ownership of customer complaints from initial notification through to final resolution, ensuring every case is investigated thoroughly and handled fairly, professionally and in line with FCA regulations. Working closely with colleagues across underwriting, claims and customer service, you will play a key role in achieving positive customer outcomes, identifying recurring issues and helping to improve processes and service standards across the business. If you have experience in insurance complaints handling and are looking for your next opportunity, we''d like to hear from you. Key Responsibilities Manage an allocated caseload of complaints from receipt through to resolution, acting as the main point of contact for customers. Conduct thorough investigations, reviewing policy documentation, claims information, call recordings and correspondence to establish the facts. Deliver fair and reasonable outcomes, ensuring customers are treated consistently and professionally. Draft clear, accurate and empathetic final response letters within FCA-mandated timescales. Ensure all complaints are handled in accordance with FCA DISP rules and internal ..... full job details .....