Complaints Officer – Risk, Audit & Compliance

About the role

The Complaints Officer will join the Risk, Audit and Compliance team to investigate, resolve and log client and customer complaints and disputes, ensuring compliance with regulatory frameworks and service level agreements. The role also handles Data Subject Access Requests (DSARs) in line with POPIA and UK GDPR requirements.

Key responsibilities

• Process and respond to DSARs within statutory timelines, managing redaction and third‑party data.
• Maintain up‑to‑date knowledge of FCA, SRA and other relevant regulatory requirements.
• Handle customer complaints fairly, professionally and consistently, adhering to Treating Customers Fairly principles.
• Investigate complaints, documenting chronology, actions taken and communications.
• Identify vulnerable customers and apply appropriate escalation procedures.
• Manage caseload efficiently to meet all relevant timescales.
• Ensure all communications are clear, concise and of appropriate tone.
• Escalate serious issues to the Head of Risk, Audit and Compliance or the Board as required.
• Log complaints according to policy and report emerging themes to senior management.

Required profile

• Strong understanding of data protection legislation (POPIA, UK GDPR) and related timelines.
• Familiarity with FCA and SRA regulatory frameworks.
• Excellent written and verbal communication with active listening skills.
• Ability to prioritize multiple cases while maintaining high accuracy.
• Professional, calm and solution‑focused approach to customer interactions.

Required skills

• DSAR processing under POPIA and UK GDPR, including redaction and third‑party data handling.