Complaints Officer

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long‑term investment and savings solutions.

Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

We have an exciting opportunity for a Complaints Officer to join our M&G Wealth Platform Complaints team in Bath, Stirling or Edinburgh. We offer flexible working arrangements, including frequent homeworking. This is a permanent role.

As a Complaints Officer, you will manage, investigate and resolve customer complaints—both written and verbal—while ensuring outcomes are fair, timely and aligned with regulatory expectations. Strong analytical skills and the ability to identify root causes, trends and opportunities for service improvement are essential. You will work closely with teams across the Wealth Platform business to prevent recurrence and help drive better customer experiences.

There has never been a more exciting time to join Platform Complaints, with fast‑paced business and regulatory change shaping how we work. We are looking for a natural problem‑solver who is customer‑centric, confident in their judgement, and comfortable navigating a dynamic environment.

The Platform team at M&G is seeking a customer‑focused individual with strong experience in complaint handling—especially within a platform or financial services environment. The ideal candidate will quickly build rapport, take ownership of issues, and deliver outcomes that are fair, empathetic and aligned to Consumer Duty principles.

Experience with in the M&G Platform, or familiarity with our products, processes, and systems, would be highly advantageous, as this supports quicker decision‑making and improved customer outcomes.

This role can be based near our Edinburgh, Stirling, or Bath offices, with hybrid flexibility (typically three days in the office each week).

• Accountable for delivering a high‑quality service to customers and stakeholders, drawing on significant practical experience.
• Works within established frameworks while exercising sound judgement in interpreting processes to resolve varied issues.
• Delivers clearly defined outputs with autonomy over how to achieve them.
• Identifies and suggests improvements based on prior experience and knowledge of complaints and platform operations.

• Established experience in end‑to‑end complaint handling, ideally within a platform or financial services environment.
• Strong written and verbal communication skills, with a confident and empathetic telephone manner.
• Working knowledge of FCA complaint handling rules (DISP).
• Proficient PC skills and ability to handle multiple systems.
• Highly customer‑focused with a commitment to fair outcomes.
• Ability to organise and prioritise a high workload independently.
• Investigative mindset with the ability to present clear, well‑reasoned decisions.
• Decisive, resilient and comfortable working in a fast‑moving environment.
• Experience working with the M&G Wealth Platform, or familiarity with our internal processes and customer journeys, is advantageous.

• Handle complaints in accordance with internal procedures and FCA DISP rules, maintaining accurate and comprehensive records.
• Lead by example, ensuring complaints are investigated promptly with well‑reasoned recommendations and outcomes.
• Promote a customer‑centric culture, delivering first‑class service aligned with Consumer Duty principles.
• Provide technical support and guidance on products and complaint themes to…