Complaints Resolution Officer
Also advertised as: Complaints Handler, Complaints Investigator, Complaints Resolution Officer, Customer Relations Officer, Customer Resolution Specialist, Escalations Officer
Investigates and resolves formal customer complaints that front-line teams could not settle.
What the job involves
Complaints resolution officers handle the cases that have been escalated beyond first contact, often involving unhappy customers, financial redress or regulatory rules. You investigate what went wrong, liaise with internal teams for evidence, and write clear responses that satisfy both the customer and company policy. Roles are common in banking, insurance, utilities and retail.
Typical responsibilities
- Investigate escalated customer complaints
- Gather evidence from internal systems and teams
- Decide on fair outcomes and redress
- Write clear written responses to customers
- Identify recurring issues to feed back to the business
Common employers
- Banks and insurers
- Utility companies
- Telecoms providers
- Retailers
- Housing associations
Pay, hours and working environment
Typical pay
£23,000 – £27,000 a year
With experience
£30,000 – £38,000 a year
Typical hours
37.5 hours, office or hybrid
Working environment
Office based, desk work
Remote working
hybrid
Demand for this work
steady
Pay ranges are indicative guidance drawn from advertised UK vacancies and published careers information. They are not an offer, and actual pay varies by employer, location and experience.
Skills and qualifications
Core skills
- Written communication
- Investigation
- Judgement and fairness
- Regulatory awareness
- Empathy
Transferable skills you may already have
- Customer service experience
- Report writing
- Attention to detail
Requirements employers ask for
- Written communication
- Investigation
- Judgement and fairness
- Regulatory awareness
- Empathy
- GCSEs including maths and English
- Customer service experience
Useful but not essential
- Customer service experience
- Report writing
- Attention to detail
- Knowledge of Financial Ombudsman Service processes where relevant
Helpful qualifications
- Knowledge of Financial Ombudsman Service processes where relevant
Ways into this career
A degree is only one route. Where an apprenticeship, work-experience or qualification route exists, it is listed here alongside the academic option.
Apprenticeships and work-based routes
- Customer Service Specialist (Level 3)
Degree and college routes
- Related subject: Business studies
- Related subject: English
Where this career can lead
next
Senior Complaints Officer
next
Complaints Team Manager
next
Quality and Compliance Manager
The good parts and the hard parts
What people enjoy
- Develops strong writing and judgement skills
- Valued across many regulated industries
- Less pressured than live call handling
What people find hard
- Dealing with dissatisfied customers regularly
- Cases can be complex and time consuming
Common questions
- Do you need a degree to become a complaints resolution officer?
- No. As well as degree routes, this career can be entered through an apprenticeship or by building experience and qualifications on the job. not_required
- How much does a complaints resolution officer earn in the UK?
- Typical advertised pay runs from £23,000 to £27,000 a year, rising towards £38,000 with experience. Figures are indicative guidance rather than an offer.
- What skills transfer into this career?
- Skills that transfer well include Customer service experience, Report writing, Attention to detail.
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Where this information comes from
- National Careers Service
- Institute for Apprenticeships
Last reviewed 14 September 2026.
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