Become an Investigator

Join our team of skilled problem-solvers

Investigators are often the first person a consumer will speak to when they contact us. People contact us because they have a complaint about a financial business, and they're unhappy with the business's response. So you’ll draw on your analytical skills, your training and the expertise and knowledge of those around you to understand what's happened to cause the complaint and what needs to happen next to put it right.

We're looking for more Investigators to join us to help our customers - both the consumers who contact us and the businesses we look at complaints about. You’ll need to be able to build trust, manage expectations and explain your thinking. You’ll do this both in writing and over the phone. You’ll actively manage your own caseload to reach set objectives. You’ll become part of a team of 5 to 10 investigators, reporting to an Ombudsman Manager who'll help and support you in your role.

Search our vacancies and apply 

What's an Investigator?

Investigators are the level-headed, confident people who sort out a wide range of financial services problems for our customers. They’re the ones who listen and evaluate what they’re hearing, processing and prioritising information accordingly. They’re curious and ask the right questions. Most of all, they move things forward by having open and honest conversations, no matter how difficult those conversations might be.

Investigators are responsible, accountable, thoughtful and balanced, knowing that their work and decisions make a difference, having a big impact on many customers' lives.

If this sounds like you, then read on to find out more about our work, what we offer, and how to apply.

What we do

We’ve been sorting out complaints between financial businesses and their customers since we were set up by Parliament in 2001. Our service is free for consumers, and every year well over 1 million people contact us, asking for our help to sort things out. We're fair, impartial and have legal powers to make decisions, but we're free to consumers and we're quite informal - so most of what we do is over the phone or by email, rather than lengthy letters or meetings.

Find out more about who we are and what we do 

Who we're looking for

People who work for us as Investigators come from diverse backgrounds, but they tend to be:

  • pragmatic problem-solvers who achieve sound and reasonable resolutions
  • curious, responsive, methodical and diligent people
  • highly-resilient, strong individuals who view things logically and with perspective
  • fluent and clear communicators, able to ask questions that get to the heart of the problem
  • good listeners who can demonstrate empathy
  • able to put people first, being mindful of what it feels like for all involved in a case
  • able to work to targets and deadlines, with the appetite to achieve results for yourself and your team

In previous roles, they have:

  • been customer-facing, either on the telephone or in person – or both
  • prioritised their work and applied methodology and consistent processes
  • been proactive and demonstrated problem-solving skills
  • planned and prioritised in a changing, busy environment
  • gained judgement skills and the ability to make evidence-based, accountable, decisions

What we offer you

Build and develop your skills through our first-class training academy.

Before you officially become an Investigator, there’s a six-month training programme, which we call the academy. This will build on your experience, develop your existing skills, and give you new ones – so that by the end you’ll have everything you need to make the move into one of our Investigation Teams and to manage your own caseload, whatever your background.

Find out more about the training we offer

  • Benefits and balance

    Choose from our package of benefits to create a bespoke set that works best for you.

    You'll feel supported by our policies and work practices that are designed to help you maximise your work-life balance. Our range of benefits include private medical insurance, virtual GP service, loans for technology or cycling.

    Link to read more about our benefits

  • Training and development

    Everyone who joins the Financial Ombudsman Service is well-supported from the outset, and over your first six months you’ll learn all you need to know before you begin working on real-life cases and managing your own caseload.

    Our commitment to your development continues throughout your career with us.

    Read more about our training

  • Professional and supportive

    We have modern, open-plan offices, near good transport links, in London and Coventry. After completing your training, you may be able to work flexible hours, part-time or from home. You'll work in a small team, sharing your knowledge and experience as you go, supported by an Ombudsman Manager.

    Our people tell us that the culture and our people are some of the best bits about working here.

    Find out more about our culture

How to apply

To get started and apply for one of our Investigator roles, in either London or Coventry, you'll need to complete our online application process.

Find out more about the overall application process and what to expect if you're asked for an interview.

If you have a recruitment related enquiry, you can contact our HR team direct on 0203 069 6950.

Apply to be an investigator 

What our people say

Be an Investigator: what do you enjoy about the role?

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  • Who we've helped

    We've helped thousands of people resolve their financial disputes. Hear from our customers, about their stories and how we helped.

    Hear from our customers

  • Join as an Apprentice

    Our apprenticeship programme gives you the experience of working in your chosen career field and the time to learn and achieve an industry recognised qualification.

    Find out more about our 2020 apprenticeships

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