Dawn Wattley
Sully,UK
Summary
Experienced Complaints Consultant with over 24 years in financial services. Skilled in resolving complex issues and enhancing operational processes while ensuring compliance with regulations. Strong communicator seeking new challenges to leverage expertise in customer-centric solutions. Holds a Level 3 Investment Operations Certificate with modules in Securities and Investment, Financial Regulations, and Collective Investment Scheme Administration.
Overview
25
25
years of professional experience
Work history
Senior DC Complaints Consultant
Legal & General
Cardiff, Vale of Glamorgan
2025.09 - 2026.07
- Manage highly complex high-profile complaints using careful case procedures.
- Vast knowledge of regulatory requirements, including CASS rules, Consumer Duty and DISP rules.
- Supported a large team handling high-volume, complex Pension complaints.
- Trainer/Coach for new complaint handlers to ensure customer outcomes are correct, regulatory requirements are met, improve product knowledge and quality of communication are exceptional.
- Liaised with legal teams, compliance and PR teams to ensure regulatory and legal requirements were met, while still maintaining the right outcome for the customer.
- Regular communication with The Financial Ombudsman Service, The Pension Ombudsman and Pension Trustees via the Internal Dispute Resolution Process.
- Quality controller for Early Resolution Complaints and Final Resolution Complaints, to ensure no outcome fails and to identify any necessary training needs.
- Vast knowledge of Co-Pilot.
DC Complaints Consultant
Legal & General
Cardiff, UK
2022.03 - 2025.09
- Investigate and resolve complex issues/complaints for Personal Pensions and Defined Contribution Pensions.
- Resolve service and product complaints.
- Make daily risk based decisions based on processed information and analysis.
- Liaising at all levels with whoever is necessary to obtain the correct solution. For example, seeking legal or compliance information to support a case.
- Attend meetings when necessary. For example, providing analysis, support on projects carried out by the department.
- Identify root cause and recommend changes to the business.
Senior Complaints Consultant
Legal & General
Cardiff, UK
2017.02 - 2022.03
- Investigate and resolve complex issues/complaints for ISA, JISA and Unit Trust complaints.
- Resolve service and product complaints.
- Identify root cause and recommend changes to the business.
- Engaging with all stakeholders, external and internal to reach the best outcome whilst treating all fairly.
- Liaising at all levels with whoever is necessary to obtain the correct solution. For example, seeking legal or compliance information to support a case.
- Make daily risk-based decisions based on processed information and analysis.
- Analyse information and clearly project the meaning of the information both verbally and grammatically at a professional level, whilst also being able to adapt communication to convey understanding.
- Coaching and mentoring were provided to the team and wider business to support the quality assurance.
- Attend meetings when necessary. For example, providing analysis and support on projects carried out by the department.
- Proficient in word/excel/PowerPoint/MS Outlook/Quality assurance database/Complaints database.
Complaints Consultant
Legal & General
Cardiff, UK
2004.10 - 2017.02
- Investigated and resolved complex ISA, JISA, and Unit Trust complaints, ensuring customer satisfaction and compliance.
- Resolved service and product complaints, enhancing customer experience and retention.
Technical Team Senior Agent
Legal & General
Cardiff, UK
2002.05 - 2004.10
- Investigate and resolve complex issues for operational areas (ISAs, JISAs and Unit Trusts)
- Internal and external customer relationships.
- Corporate dealing and customer withdrawals.
- Letter and phone communication.
Customer Service Adviser
Legal & General
Cardiff, UK
2001.10 - 2002.05
- Provided excellent customer service to enhance customer satisfaction and loyalty.
- Resolved customer queries and escalated complaints to ensure timely solutions.
- Processed financial transactions for clients to facilitate their investment needs.
- Call handler for ISA, JISA and Unit Trust customers.
Education
Stanwell School
Skills
- Customer-focused service
- Effective communication
- Financial product knowledge
- Client relationship building
Personal Information
- Title: Complaints Consultant
- Date of birth: 5 November 1974
References
Performance reviews and references available on request
Affiliations
- I have two dogs. Keen walker and hiker. Crime documentaries and reading.
Timeline
Senior DC Complaints Consultant
Legal & General
2025.09 - 2026.07
DC Complaints Consultant
Legal & General
2022.03 - 2025.09
Senior Complaints Consultant
Legal & General
2017.02 - 2022.03
Complaints Consultant
Legal & General
2004.10 - 2017.02
Technical Team Senior Agent
Legal & General
2002.05 - 2004.10
Customer Service Adviser
Legal & General
2001.10 - 2002.05
Stanwell School