Full job descriptionVehicle 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