Finance Case Handler/Complaint Handler, hybrid

Our client is looking to hire a Remediation/Case Handler to investigate customer cases as part of a remediation, redress and or complaints programme of work. The successful candidate will work to assess eligibility, potential detriment to the customer and appropriate compensation.

This will involve managing cases (end to end) and applying remediation methodology & complaints handling requirements. Financial Ombudsman Service – FOS – regulations must be considered at all times.

Engagement via Umbrella Company Only; all taxes & NI deducted at source.
Hybrid working – 2 days per week on site.

General responsibilities –

• Case handling and investigation
• Redress calculation
• Customer communication
• Quality, compliance and assurance
• Workflow and delivery ( Use workflow and case management tools to manage cases at different stages of the process)
• Maintain accurate status updates, audit trails, and case documentation.
• Deliver work in line with productivity expectations, service level agreements (SLAs), and quality standards.

Skills and experience required –

• Demonstrable experience working within financial services
• Experience of remediation, redress and complaints investigation.
• Strong problem and analytical solving skills
• Experience managing complex cases
• Strong written and verbal communication skills including
• Awareness of FOS regulations

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.

Complaints Investigator

• Rate; Up to £300 per day (inside IR35/via umbrella)
• Location; Hybrid (2x per week onsite), Newcastle city Centre
• Duration; 6 month contract

Sanderson are currently supporting a financial services remediation programme and are looking for experienced Remediation / Redress Case Handlers (Complaints Investigators) to manage customer cases from allocation through to final outcome.

The role involves

• End‑to‑end case investigation.
• Reviewing customer records and transactional data.
• Assessing eligibility and customer detriment, and applying structured remediation and complaints‑handling methodology.
• You will make evidence‑based decisions, clearly document rationale, and ensure outcomes are robust, auditable and defensible.
• Drafting clear, compliant written responses, explaining complex decisions in plain English, applying redress calculation principles where required.
• Working in line with defined quality, governance, and assurance frameworks.

Experience Required;

• Financial services remediation, redress or complaints investigation.

If this is of interest, please apply online with an updated CV attached.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.