The UKs Fraud Prevention Service Complaints Handler | Bamboo Loans

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Complaints Handler

Job Role – Complaints Handler

Location: Central Southampton

Reports to: Deputy Head of Originations

Salary: Competitive

Hours: 37.5 hours per week

The Role:

The Complaints Handler will be part of a small team whose goal is to respond to customer complaints efficiently and in line with Bamboo’s values of Treating Customers Fairly. There is a requirement to respond to both verbal and written complaints in a professional manner to ensure we are compliant with regulations and legislation.

This role includes completing investigation work, email correspondence and letter writing, therefore it requires a very good attention to detail, as well as excellent writing skills.

Key Duties and Responsibilities:

  • Liaising with our servicing team and other third parties in obtaining relevant customer account information
  • Completing investigations by reviewing credit reports, the online application, customer telephone calls and other relevant customer data
  • Managing the central log system where the status of each complaint is kept up to date to ensure deadlines are met
  • Managing the complaints inbox
  • Writing response letters to customers in line with FCA guidelines


  • Very good attention to detail
  • Ability to work independently as well as part of a team
  • Ability to work flexibly in order to meet deadlines and any last-minute requests
  • Excellent verbal and written communication
  • Good understanding of Microsoft Packages (Excel, Word etc)
  • Self-motivated and confident when decision-making

Frequent and On-Going Communication:

  • Previous and existing clients
  • Customer Service Representatives
  • The Underwriting team
  • The Servicing team
  • Third parties

Experience in complaints handling as well as experience in working in the financial sector or other regulated industry is preferable.