Guided by fairness
We're guided by fairness - it's the foundation of our long-held values. Working for us means you’ll get the satisfaction of helping others, and helping to make the financial sector fairer. Our staff tell us that they’re proud of the work they do, helping to put things right. What we do here makes a positive difference every day.
Each year, we resolve hundreds of thousands of complaints. When we decide a financial business has behaved unfairly, we tell them what they should do to put things right. And when we don’t uphold a complaint, we help give people a better understanding of why a business has acted in the way they have. Our work is often challenging, but it makes a real difference to people’s lives.
What we see, what we do
We resolve complaints, and share our insight to make things fairer
Because we deal with complaints from across the country, and involving all different kinds of financial businesses, we’re in a unique position to be able to see things that are happening to people when they deal with banks, insurers, and other businesses. We work closely with consumer groups, businesses and other organisations, including the Financial Conduct Authority and HM Treasury, to share our unique insight, help inform policy, and prevent complaints. So we’re not only resolving complaints, but playing a really crucial role in making the whole financial sector fairer.
Find out more about our work with other organisations.
In 2020/21 we received
91% of people in the UK know who we are
We have over 2,800 staff based in London and Coventry
Where we’re based
We have modern, open-plan offices in London and Coventry.
- Our main London office is close to Canary Wharf, with plenty of direct public transport links. On site we have a gym, fitness classes, showers and changing rooms, a restaurant and cafe.
- Our Coventry office, located in the Friargate development, is next to the train station with direct links to Birmingham and London, and only a five minute walk from the city centre.
Currently, however, given the unprecedented circumstances we’re all facing in light of Covid-19 (coronavirus) our people are working remotely. We are also conducting our recruitment, interview and training processes remotely too.
Making work, work for you
Our employees say that the people they work with and the flexibility we offer are some of the best things about working here. We empower our people to work in a smart and efficient way, making best use of their time, our space and technology. We know people work best when they have a good work/life balance, and smarter, more flexible, working helps our employees achieve this.
The people who work here are the most important part of our organisation, and we make the most of everyone’s talents. We provide opportunities to help you develop your career, including on the job learning, formal training courses and programmes, management development and professional development sponsorship, secondments and job shadowing opportunities.
Equality, inclusion and wellbeing
We want our people to be healthy and motivated, so we’ll help you to look after your physical and mental wellbeing, and promote your learning and development. To look after your mental health, we have a group of staff who are trained as mental health first-aiders, and we have employee-led networks and support groups available to everyone.
Being a diverse organisation makes us a better employer and benefits our customers. We have a wide range of policies and guidelines to support peoples' different needs at different times of their lives and throughout their career with us.
We want to recruit the best people from the widest range of backgrounds, to help make this a great place to work. So we have policies in place to remove barriers and promote diversity and inclusion at all levels of our organisation.
Social responsibility and sustainability
We recognise that we have an impact on the world, from our procurement practices and how we recycle, through to how we develop our people and engage with the community. It's important to us that we do the right thing by acting in a sustainable way, that allows us to meet our current and future commitments, and positively contributes to improving our social impact. Our social responsibility and sustainability policy is guided by four key principles: our people, our environment, our community and our organisation.
Networks, clubs and social
Of course, we have an important job to do, but we also understand the importance of social activities and support networks within our organisation. We're really pleased to have a wide range of employee-led networks, that play an important role in our diversity and inclusion.
Our networks are open to any employee to join, and they lead the way on organising insightful and inspiring activities throughout the year. They're a fantastic way to meet colleagues across the service, and learn about people's experiences.
As our employee you’ll also have the opportunity to help our community. Our "giving something back" committee is how we as an organisation collectively contribute to the community and environment around us, develop ourselves and support charity. Our committee is employee-led and organises charity partnerships, fundraising and volunteering. Our sports and social committee arranges events throughout the year from quiz nights, to escape rooms, parties and sporting events.
Awards and recognition
We have received numerous awards for important and valued aspects of our organisation, such as our workplace culture, approach to equality and diversity and the way in which we support our employees.