Complaints recruitment has been a major growth area for Kind Consultancy over the last 5 years. Finding the very best people for Complaints roles is a natural extension of our work within Governance, Risk and Compliance recruitment. Customer complaints can escalate to regulatory issues, and robust GRC policies and processes can prevent situations that generate Complaints in Financial Services and Banking before they happen.



The importance of Complaints handling

A Complaint from a customer may be the first time a business becomes aware of a major issue with the way it operates. It could also just be a minor mix-up caused by simple human error in an isolated incident. Having exceptional Complaints staff means both scenarios get the right response – whether that’s rapid escalation or simply providing the customer with a sympathetic ear and ensuring they feel heard.

Relevant understanding

Recently it’s also become more vital than ever to have Complaints professionals with a good understanding of how to work with vulnerable customers – taking each individual customer’s circumstances into account both in terms of how they handle and record a complaint and in how it dictates what response is or isn’t appropriate for that customer.

Industry Knowledge

We understand how frustrating it can be to work with generalist recruiters on positions, with an outdated and simplistic understanding of the Complaints function. Kind Consultancy’s leadership team is formed entirely of people who have previously worked in Financial Services and Banking, and we ensure our recruiters stay close to industry knowledge and regulatory developments.

Collaborative Client Care

This enables us to form truly collaborative relationships with our clients and to take a genuinely consultative approach. We take the time to get to know your Complaints resource needs, your company culture, how the role fits into wider business plans and the long-term goals for your Complaints team. All of that information allows us to make sure we only ever select and submit Complaints professionals who are going to be right not just for this opening but for your organisation as a whole – today, and for the foreseeable future.

The best fit for your needs

Previously we have supplied major banks, building societies and specialist mortgage lenders with full teams of Complaint Handler resource for short-term contract projects, we’ve provided Head of Complaints and Head of Remediation interims to motor finance businesses and we’ve recruited permanent Complaints Team Leaders, Quality Checkers and Complaints Administrator for Financial Services organisations of all sizes.


Case Studies.

Volume Quality Complaints

Volume Quality Complaints present a unique challenge to Financial…
Header image for a Case Study about Complaint Handlers

Complaint Handlers

Complaint Handlers are vital for any regulated Financial Services…

BAU Complaints

BAU Complaints (Business As Usual Complaints) make up the majority…

Search & Apply

Looking for Complaints jobs?

Contact Us

Get in touch.

How can we help?

Whatever your Complaints hiring needs, Kind Consultancy are uniquely positioned to help. Contact us on 0121 643 2100 or e-mail with the subject line “Complaints Recruitment” for a confidential conversation.

To find out more about Complaints in Financial Services, visit the Financial Ombudsman website.

Why Choose Us?

Why choose Kind Consultancy?

Kind Consultancy is an Executive Search and Headhunting firm.

Kind Consultancy prides itself in making a difference to our client’s market positioning and assisting in furthering our candidate’s careers.

Kind Agile

What Kind Consultancy can offer.

Get in touch