Full job descriptionContingent Investigator – Insurance
Financial Ombudsman Service | Fully Remote (UK only)
At the Financial Ombudsman Service, we resolve disputes between financial businesses and their customers. Every case is different, and the decisions we make can have a real impact on people’s lives.
We’re looking for experienced Investigators with a background in insurance complaints to join us on a contingent basis. This is a home-based contracting role where you’ll manage your own caseload, investigate both sides of a dispute, and deliver against both quality and productivity expectations from an early stage.
What you’ll be doing
*Investigating both sides of a complaint, reviewing evidence, and making fair and reasonable decisions
*Managing your own caseload, progressing cases efficiently while maintaining quality standards
*Speaking with customers and businesses by phone and email to clarify facts, manage expectations, and move cases forward with open and honest conversations (even when they’re difficult)
*Producing clear, structured free-hand written decision outcomes that explain your reasoning
*Managing and prioritising your own caseload to meet objectives, quality standards and deadlines
*This is hands-on investigative work, not template-driven or process-only complaint handling
Training and support
A structured remote training and accreditation programme is provided at the start of the assignment, designed to align you to the Financial Ombudsman Service decision-making frameworks and quality expectations
Ongoing support includes:
*Team managers and mentors
*Case clinics for complex decisions
*Clear performance expectations and feedback
What we’re looking for
*Proven experience investigating and resolving complaints, with full accountability for decision making
*Strong knowledge of the insurance market (e.g. motor, home, policy disputes, claims handling)
*Experience working in a target-driven environment, consistently delivering against productivity and quality expectations
*Able to get up to speed quickly, work independently, and take ownership of delivering outcomes from an early stage
*Strong judgement and confidence in decision making, with the ability to make fair, evidence-based decisions without reliance on close supervision
*Resilience and focus, maintaining quality and professionalism when handling high volumes of complex or emotionally sensitive cases
*Clear and structured communication, able to produce well-reasoned, evidence-based written decisions independently, and explain outcomes confidently to both customers and businesses
*Ability to manage competing priorities, stay organised, and deliver outcomes whilst balancing quality with pace
*This role is not suitable for candidates whose recent experience is predominantly PPI-based
Assignment details
*Home-based for the full 12-month assignment and must be carried out from the UK.
*Day rate: £210 per day (Umbrella) during training/accreditation, increasing to £260 per day after accreditation. Inside IR35.
*You’ll need to provide your own equipment (e.g., laptop), have fast, secure internet connection (minimum 70mbps), and an appropriate, distraction free, home working environment.
*Start date: 10th August 2026
*Interview process: Psychometric Testing, Reed interview, Final Interview with Financial Ombudsman Service
Why Experienced Contractors Choose Financial Ombudsman Service
*Work that has real public impact
*Clear standards and consistency
*Fully remote working, UK-based
*Long-term contract stability
*Strong professional credibility on your CV
Apply
If your experience aligns, please submit your most up to date CV clearly outlining:
*Insurance products you’ve worked with
*Complaint types you’ve investigated
*Your level of decision-making responsibility