[All remote jobs](https://jobicy.com/jobs.md)[![Monzo logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5b4c0ec3-221.jpg)](https://jobicy.com/company/monzo.md)[Monzo](https://jobicy.com/company/monzo.md) # Complaints Policy Manager AI Summary Monzo is seeking a Complaints Policy Manager to lead technical complaints experts and strengthen its UK complaints policy framework. The role combines regulatory governance, operational policy design, complex-case oversight, and continuous improvement using quality, escalation, and Financial Ombudsman Service insights. The manager will partner with Legal, Risk, Compliance, Product, and Operations to embed fair and practical customer-outcome policies. Success requires deep knowledge of FCA DISP and FOS requirements, strong people leadership, and the ability to translate complex regulation into usable guidance. The position is remote within the UK, with London and Cardiff also offered as location options.[Apply for this job](#job-application)[View company](https://jobicy.com/company/monzo.md)ShareRemote from[UK](https://jobicy.com/job-region/uk.md)SalaryGBP 41,300–52,250 / yrDepartment[Legal & Compliance](https://jobicy.com/categories/legal.md)EmploymentFull TimeExperienceSeniorPublished11 Nov 2026Apply before11 Dec 2026Listing views62Application actions4Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. 🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as [personal](https://monzo.com/current-account/personal) and [business](https://monzo.com/business-banking) bank accounts, we offer [joint accounts](https://monzo.com/current-account/joint-account), [accounts for 16-17 year olds](https://monzo.com/current-account/16-17), a [free kids account](https://monzo.com/current-account/under-16s) and [credit cards](https://monzo.com/flex) in the UK, with more exciting things to come beyond. Our UK customers can also [save](https://monzo.com/savings), [invest](https://monzo.com/investments)and [combine their pensions](https://monzo.com/pensions) with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products – we want to solve problems and change lives through [Monzo](https://jobicy.com/company/monzo.md) ❤️ London OR Cardiff OR Remote (UK) | 💰 £41,300 – £52,250 + Incentive Awards tied to your performance + [benefits](https://monzo.com/careers) ✨ ⭐Our Complaints team Our mission is to make money work for everyone. And while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers’ problems, treating them fairly and being transparent, we believe we can make banking better 💪 Our Complaints team works alongside Customer Operations to make sure customers receive the best possible service, even when things go wrong. We put empathy at the heart of how we handle complaints and use what we learn to make things better. As our Complaints Policy Manager, you’ll lead a team of technical experts and shape how we handle complaints across Monzo. You’ll bring together regulatory requirements, customer needs and operational priorities to make sure our policies are clear, effective and fair. You’ll play an important role in strengthening our complaints framework, influencing decisions across the business and helping us deliver better customer outcomes at scale. 🔑You’ll play a key role by… * Leading, coaching and developing a team of Complaints Lead Experts, creating an environment where people can grow and deliver high-quality technical advice. * Owning and improving our complaints policy framework, making sure processes, guidance, systems and customer communications are consistent, effective and meet regulatory expectations. * Providing oversight and direction on complex complaint handling issues, supporting teams to make fair, well-informed decisions across different complaint types. * Using insights from quality assurance, Financial Ombudsman Service (FOS) outcomes and escalations to identify root causes, shape our strategy and drive meaningful improvements. * Partnering with Product, Legal, Risk, Compliance and Operations leaders to develop and embed policies, frameworks and operational changes that improve customer experiences. * Leading our response to regulatory developments, audits and compliance reviews, making sure our controls, reporting and governance remain robust. * Overseeing specialist activities, including regulatory disclosures, legal escalations and engagement with third parties, to make sure we meet our obligations and deliver fair customer outcomes. 🤩 We’d love to hear from you if… * You have strong knowledge of UK complaint-handling regulations, including the FCA’s DISP handbook and FOS requirements, and can apply them to real customer situations. * You’re experienced in leading, coaching and developing technical specialists, helping them build confidence and deliver great outcomes. * You can see the bigger picture, using complaint data, quality insights and emerging trends to shape strategy and improve how things work. * You’re comfortable managing regulatory governance, control frameworks, audits and changes to regulatory requirements. * You can build strong relationships across different teams, influence senior stakeholders and turn complex regulatory information into clear, practical guidance. * You’re confident balancing long-term strategic priorities with day-to-day operational challenges, making thoughtful decisions and keeping things moving. * You’re passionate about fair customer outcomes and finding ways to make complaint handling simpler, more consistent and more empathetic. Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply- even if you don’t have everything that’s listed just yet. Drop us your application, we’d love to hear from you! 🙌What’s in it for you * 💰£41,300 – £52,250 + Incentive Awards tied to your performance ➕ benefits * ⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. * 📚£1,000 learning budget each year to use on books, training courses and conferences. * 🏡We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for your work-from-home setup. * ➕ Plus lots more! Read our full list of [benefits](https://monzo.com/careers). 🌈 The application journey has 4 key steps 1. Application 2. Recruiter Call 3. Role specific Interview 4. Values Interview This process should take around 2-3 weeks – your schedule is really important to us, so we promise to be as flexible as possible! 🤖 We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them [here](https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo). We’ll only close this role once we have enough applications for the next stage, so please apply as soon as you can – we don’t want you to miss out! LinkedIn Tags: #LI-JK1 Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our [blog](https://monzo.com/blog/diversity-and-inclusion), 2026 [Diversity and Inclusion Report](https://monzo.com/blog/our-2026-diversity-and-inclusion-report) and 2025 [Gender Pay Gap Report.](https://monzo.com/blog/gender-pay-gap-report-2025) We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don’t need full or birth names at application stage 😊 Show more [Apply now >](https://jobicy.com/jobs/161354-complaints-policy-manager.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior regulatory operations role that requires sound judgment on complex complaints, governance controls, and changing regulatory expectations. The manager must balance strategic framework ownership with operational escalations and cross-functional influence. ## Salary analysis Estimated compensation compared with the broader UK market for similar roles. Estimated job median (per year)Market rate£46,775UK market range (per year)£45k–£60k0£66k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer states a base-pay range of £41,300 to £52,250; the yearly period is inferred from the amount, UK location, and full-time managerial context because the posting does not explicitly state the cadence. A reasonable estimated UK market range for a complaints policy manager is £45,000 to £60,000 per year. Performance-linked incentive awards and benefits are excluded from the base-pay figures. ## Core skills Skills and capabilities most closely associated with this opportunity. [UK complaints regulation](https://jobicy.com/jobs?search_keywords=UK%20complaints%20regulation.md)[FCA DISP handbook](https://jobicy.com/jobs?search_keywords=FCA%20DISP%20handbook.md)[Financial Ombudsman Service](https://jobicy.com/jobs?search_keywords=Financial%20Ombudsman%20Service.md)[Complaints policy management](https://jobicy.com/jobs?search_keywords=Complaints%20policy%20management.md)[Regulatory governance](https://jobicy.com/jobs?search_keywords=Regulatory%20governance.md)[Control frameworks](https://jobicy.com/jobs?search_keywords=Control%20frameworks.md)[People leadership](https://jobicy.com/jobs?search_keywords=People%20leadership.md)[Coaching and development](https://jobicy.com/jobs?search_keywords=Coaching%20and%20development.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[Quality assurance](https://jobicy.com/jobs?search_keywords=Quality%20assurance.md)[Regulatory audits](https://jobicy.com/jobs?search_keywords=Regulatory%20audits.md)[Stakeholder management](https://jobicy.com/jobs?search_keywords=Stakeholder%20management.md)[Customer outcomes](https://jobicy.com/jobs?search_keywords=Customer%20outcomes.md)[Operational improvement](https://jobicy.com/jobs?search_keywords=Operational%20improvement.md) Sample interview questionsHow would you use FCA DISP requirements to improve a complaints policy framework?I would map the existing policy, procedures, controls, and customer communications against the relevant DISP obligations. I would identify gaps, define accountable owners and measurable controls, and ensure the guidance gives frontline teams practical decision rules rather than only legal summaries. I would then test adoption through quality assurance, management information, and complaint outcomes. How would you use FOS decisions and complaint data to drive improvements? I would combine FOS uphold themes, internal quality findings, escalations, and complaint volumes to identify recurring failure points. After validating root causes with operational and product teams, I would prioritize changes by customer harm, regulatory risk, and scale. I would monitor the impact through outcome metrics, repeat-contact rates, timeliness, and changes in upheld complaints. Describe how you would lead a team of technical complaint experts through a regulatory change. I would first translate the change into clear impacts on policy, processes, systems, controls, and customer communications. I would involve subject-matter experts early, establish a delivery plan with ownership and milestones, and provide targeted training and calibration. After implementation, I would use quality reviews and feedback loops to confirm consistent application and address gaps quickly. How do you balance fair customer outcomes with operational efficiency? I treat fair outcomes as a non-negotiable design principle and look for efficiency through clarity, standardization, and better tooling rather than reduced scrutiny. Clear decision trees, well-maintained knowledge, and strong quality feedback can reduce rework while preserving judgment for complex cases. I would monitor both customer-outcome indicators and operational measures to ensure neither is optimized at the other's expense. How would you influence senior stakeholders when a complaints insight points to a product or process issue? I would present a concise evidence-based case linking the insight to customer harm, regulatory exposure, operational cost, and the expected benefit of remediation. I would tailor the message to the stakeholder group while offering practical options, owners, and measurable success criteria. Maintaining a collaborative focus on prevention and customer outcomes helps move the discussion from blame to action. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![Amplitude logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/bda3af21-221.jpg) Amplitude Nov 11 New ### [Sr. Counsel, Commercial](https://jobicy.com/jobs/161375-sr-counsel-commercial.md) Amplitude is the leading AI analytics platform, helping over 5,200 customers—including Atlassian, Burger King, NBCUniversal, and Square—build better products and digital experiences. 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