Complaints Handler

About InvestEngine InvestEngine is everything the modern investor should need. Unbeatable value, market-leading automation, and built for easy, long-term investing. We've built a strong foundation, have over £3 billion invested, award-winning service, and a passionate team — now we're ready to scale. About the Role We're looking for a Complaints Handler to join our newly established Complaints function, reporting to our Complaints and Consumer Duty Officer. Your mission is to make sure every customer complaint and escalation is resolved fairly, on time and to a high standard — through strong investigation, sound decision-making and clear customer communication — and to turn what complaints tell us into meaningful feedback for the business. You'll sit between our Customer Experience and Operations teams, acting as the bridge between resolving individual cases and improving how the business works. Around 90% of your time will be hands-on complaint handling (roughly 12 complaints a week on average), with the remaining 10% on project work such as complaints MI and root-cause analysis. This role is ideal for someone who is curious, fair-minded and independent: you dig past the surface to find out what really happened, you're comfortable making a call, and you know when to escalate. What You'll Do Own the end-to-end investigation and resolution of customer complaints and escalations, in writing and by phone, including complex, sensitive or time-critical cases Review the evidence im