Leigh Hodson
Rugeley,Staffordshire
Summary
Senior banking professional with nearly 16 years’ experience at NatWest across Financial Crime, Restructuring and Complaints (including Executive level Complaints) within regulated, high-volume environments.
I currently conduct Enhanced Due Diligence on high-risk clients, including Politically Exposed Persons (PEPs), collating intelligence from internal and external sources to produce structured, evidence-based recommendations to senior stakeholders on client retention or exit decisions.
My previous experience includes supporting customers and businesses in financial distress within Restructuring, and managing reputationally sensitive Executive Complaints, including CEO and MP correspondence. I bring strong analytical judgement, a balanced commercial mindset, and the ability to communicate complex decisions clearly and confidently at senior level.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
Work history
Senior CDD PEP Analyst
NatWest Bank
Manchester
2025.01 - Current
- Conduct Periodic and Event-Driven Reviews of High-Risk Politically Exposed Persons (PEPs) linked to commercial entities with banking relationships, applying enhanced risk assessment techniques.
- Undertake full Customer Due Diligence (CDD) journey, ensuring that all bank records accurately reflect the nature, purpose, and risk profile of the client entity.
- Review extensive internal records and external intelligence sources, identifying regulatory, financial crime, environmental, and reputational risks.
- Collate and synthesise large volumes of information (up to 1,700 pages per review) into clear, concise supporting documentation.
- Produce comprehensive review papers (5,000–7,500 words) that provide evidence-based recommendations and providing summaries for senior executives, compliance teams, and regulatory stakeholders regarding client retention or exit decisions.
- Ensure all review processes align with bank’s policy and regulatory requirements, identifying process gaps and proposing improvements to strengthen governance and compliance.
- Present findings in a structured, accessible format to facilitate informed decision-making at executive and regulatory levels.
Assistant Relationship Director (Restructuring)
NatWest
Birmingham, West Midlands
2022.11 - 2024.12
- Provide dedicated analytical and operational support to six Relationship Directors, managing complex cases involving customers and businesses in financial distress.
- Act as primary contact for customer and stakeholder queries via telephone and email, balancing empathy and commercial awareness to support market-leading customer satisfaction objectives within Commercial Banking.
- Conduct investigative case reviews requiring liaison with internal departments and external stakeholders including solicitors and accountants to resolve complex issues.
- Arrange and chair weekly case review meetings, driving accountability, tracking progress against actions and aligning stakeholders on risk mitigation and next steps.
- Analyse financial accounts, directorships, shareholdings and sensitive internal data to identify risk exposure, control weaknesses and commercial considerations, presenting findings clearly to both internal stakeholders and customers.
- Review facility and security documentation to identify defects, recommend remedial actions and strengthen the bank’s legal and risk position, ensuring alignment with Consumer Duty principles.
- Identify process inefficiencies and barriers to performance, coordinating improvements to enhance customer and stakeholder journeys.
- Collate and present thematic feedback on recurring issues, supporting continuous improvement and control enhancement.
- Maintain accurate and compliant case records using CRM systems, ensuring auditability and governance standards are upheld.
Executive & Ombudsman Complaint Manager
NatWest
Birmingham, West Midlands
2021.04 - 2022.11
- Managed and resolved complex, high-risk and reputationally sensitive complaints on behalf of the Executive Office, including CEO and MP-level correspondence.
- Acted as a key liaison with the Financial Ombudsman Service, coordinating detailed responses to enquiries and ensuring regulatory compliance within defined timelines.
- Partnered with Media Relations to support high-profile and social media escalations, protecting the bank’s reputation through balanced, evidence-based responses.
- Owned end-to-end complaint investigations, conducting thorough root cause analysis and synthesising information from stakeholders across multiple business areas to inform fair and robust outcomes.
- Escalated and managed urgent or technically complex cases, applying sound judgement to mitigate legal, regulatory and reputational risk.
- Influenced Executive Office stakeholders to ensure decisions aligned with Treating Customers Fairly principles and regulatory expectations.
- Identified emerging complaint themes and systemic weaknesses, producing insight-led feedback to drive corrective action and prevent recurrence.
- Facilitated corrective action plans and process improvements, strengthening controls and enhancing customer outcomes.
- De-escalated highly charged situations through effective conflict resolution, maintaining professionalism under pressure.
- Maintained comprehensive and audit-ready case documentation in line with policy, governance and regulatory standards.
Team Manager - Commercial Complaints (Secondment)
NatWest
Birmingham, West Midlands
2021.02 - 2021.07
- Managed a team of 12 staff investigating and resolving complaints from business and commercial customers, ensuring consistent application of regulatory requirements and empathetic customer handling.
- Monitored team performance, set objectives, and provided targeted coaching and constructive feedback to drive individual and team development.
- Led by example to inspire operational excellence, managing competing priorities while demonstrating expertise and problem-solving capabilities.
- Delivered targeted training and upskilling initiatives, enhancing team capability, resilience, and cohesion.
- Developed and implemented best practice policies and process improvements to optimise complaint handling and operational efficiency.
- Chaired strategic complaint handling forums, engaging stakeholders across business areas to align actions and support delivery of organisational plans.
- Maintained strong internal and external relationships to ensure seamless collaboration and effective resolution of complex or high-profile complaints.
- Chaired strategic complaint handling forums, engaged stakeholders and managed internal and external relationships to support plan delivery.
Complex Complaints Manager
NatWest
Birmingham, West Midlands
2012.04 - 2021.01
- Investigated customer complaints across multiple business areas including Business Banking, Lombard, Invoice Finance, Commercial Banking, and Private Banking, progressing from straightforward enquiries to complex cases.
- Applied empathy and regulatory awareness to ensure fair outcomes, protecting both customer interests and the bank’s reputation and capital.
- Built and maintained effective stakeholder relationships to resolve complaints efficiently and collaboratively.
- Exercised sound judgement in making decisions on sensitive and complex matters under pressure, with meticulous attention to detail.
- Developed a strong understanding of complaint handling processes and cross-business operations, forming a foundation for progression into senior and specialist complaint management roles.
Education
A-Levels - Media Studies & Sociology
Burton College
Burton 2004.09 - 2006.06
GCSEs -
John Port Spencer Academy
Derby 1996.09 - 2001.07
Skills
- Proven ability to resolve complex problems
- Strong ability to provide World Class service with empathy to customers in vulnerable and challenging circumstances
- Comprehensive IT skills including Microsoft Office, Excel and PowerPoint
- Good general knowledge of regulatory, political, reputational, social, environmental risk issues which may impact bank policies and objectives
- Highly experienced working alongside senior Stakeholders
- Exceptional written & verbal communication skills
- Knowledge & understanding of the bank's risk framework (EWEMF)
- Comprehensive knowledge of various customer segments (Retail, Business, Commercial, Corporate and Institutional)
- Experience of working in fast paced, pressurised and targeted environments
- Ability to plan and prioritise workloads
Timeline
Senior CDD PEP Analyst
NatWest Bank
2025.01 - Current
Assistant Relationship Director (Restructuring)
NatWest
2022.11 - 2024.12
Executive & Ombudsman Complaint Manager
NatWest
2021.04 - 2022.11
Team Manager - Commercial Complaints (Secondment)
NatWest
2021.02 - 2021.07
Complex Complaints Manager
NatWest
2012.04 - 2021.01
A-Levels - Media Studies & Sociology
Burton College
2004.09 - 2006.06
GCSEs -
John Port Spencer Academy
1996.09 - 2001.07