The Role
Asa Regulated Complaints & FOS Manager, you’ll take ownership of all FCA-regulated and Financial Ombudsman Service (FOS) complaints, ensuring they are handled fairly, consistently and in full compliance with FCA DISP requirements.
You’ll act as the key point of expertise for regulated complaints, while building a strong, proactive relationship with the Financial Ombudsman Service. Alongside this, you’ll use complaints data and insight to identify systemic issues, influence senior stakeholders, and drive improvements that enhance customer outcomes and reduce regulatory risk.
What You’ll Be Doing
Complaints Ownership & Regulatory Oversight
- Supporting and overseeing the end-to-end handling of FCA regulated complaints, ensuring all cases meet regulatory timeframes and quality standards.
- Acting as the single accountable owner for FOS responses, ensuring submissions are accurate, evidence-based and fully documented.
- Leading proactive engagement with the Financial Ombudsman Service, ensuring efficient case handling and organisational learning from outcomes.
Data, Insight & Governance
- Leading detailed complaints analysis to identify root causes, recurring drivers and emerging risk themes.
- Developing and maintaining complaints dashboards and MI, tracking trends, risks and key performance indicators.
Continuous Improvement & Business Impact
- Translating complaint insight into tangible improvements across processes, controls and customer journeys.
- Supporting the development of a data-driven complaints framework that reduces complaint volumes and mitigates regulatory, financial and reputational risk.
What You’ll Need
We’re looking for a confident, detail-focused regulatory specialist with strong judgement and the ability to influence at all levels.
You’ll need:
- Proven experience managing FCA-regulated complaints and FOS cases within financial services.
- Strong understanding of FCA DISP requirements and the Financial Ombudsman Service framework.
- Excellent investigative, analytical and problem-solving skills, with the ability to identify systemic risks.
- Strong ability to challenge, influence and provide independent regulatory judgement.
- Experience in root cause analysis and using complaints insight to drive operational improvements.
- Ability to manage multiple complex cases and deadlines with a high level of accuracy.
- Strong stakeholder management skills, with experience working closely with Compliance and Risk functions.
- A customer-focused mindset with strong ethical decision-making and attention to fair outcomes.
At Zuto, we don’t just talk about supporting our people — we live it. Here’s what makes being a Zutonite so special:
Financial Wellbeing
- Access to free independent financial advice
- Cycle to work scheme
- Season ticket loans and discounted travel options
Physical & Mental Wellbeing
- GP Anytime service for you and your family
- Health cash-back plan & access to wellbeing apps (including Thrive)
- Discounted gym memberships & free digital fitness classes
- Free counselling sessions & mental health first aiders
- Dedicated menopause policy & wellbeing support network
Family Friendly
- Enhanced caregiver leave (primary & secondary) from day one
- Flexible and shared parental leave
- Fertility and foster-friendly policies
- Birthdays off and volunteer days
- Bring your dog to work and free in-office massage days
- Free drinks fridge, fruit, snacks, and regular social events — from nights out to hikes
- Regular gifting and celebrations throughout the year
- Active ESG groups supporting wellbeing, inclusion, community and planet initiatives
Apply Today
Be part of a certified B Corp that’s changing car finance for good — and have fun while doing it.
Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.
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