Lynsey Gardiner

• Contribute to front line teams delivery of exceptional customer service, by developing capability through end to end file reviews/ audits, call listening and providing valuable feedback and guidance
• Use specialist knowledge and experience to review Complex Complaints to ensure colleagues are delivering fair out customer outcomes, correctly applying LBG complaint handling guidelines and in line with regulatory compliance.
• Ensure colleagues are competent to carry out their roles, through adherence to the Training & Competency Scheme
• Identify process and policy breaches and ensure they are reported on
• Analyse Quality Assurance data and provide management reports detailing process and regulatory compliance issues
• Mentored and coached team members on QA topics and strategies.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Lead collaborative conversations with Operational Team Managers and stakeholders to contribute to action plan and problem solve potential regulatory risk
• Ensure my own knowledge is up to date in regards to FCA guidelines impacting business in topics such as Consumer Duty, Treatment of Vulnerable Customers and affordable lending.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

• Ensure own knowledge is up to date in regards to FCA guidelines impacting business in topics such as Consumer Duty, Treatment of Vulnerable Customers and affordable lending
• Investigate Complex Home Insurance claims
• Ensuring correct decision made by claims team and address any service issues from internal teams and suppliers
• Ensure policy terms and conditions have been adhered to and no customer detriment has occurred as a result of actions taken by business
• Ensure unfair customer outcome are remedied and appropriate level of compensation is paid
• Provide feedback to colleagues and suppliers to reduce likelihood of similar complaints occurring
• Communicate with customers/colleagues either by letter or by telephone to understand customer complaints and clearly communicate balanced decisions reached.
• Handled sensitive data responsibly in compliance with regulatory guidelines and client requirements.

Review complex complaints escalated to the Financial Ombudsman Service

• Review complaint journey and ensure fair outcomes had been reached by Complaint Managers and identify opportunities to overturn unfair outcomes at the earliest opportunity
• Provide detailed timeline of events and provide evidence to the Financial Ombudsman Service to outline banks position and rational to support complaint decision
• Identify key themes and learning from escalated complaints through calibrating decisions with Senior Management
• Complete thematic reviews of decisions published on the Financial Ombudsman Service website, to identify themes and present findings to senior leaders
• Analyse and complete deep dive reviews into complaints files and provide Senior Managers with
• Improve FOS change rate through weekly calibration meetings and delivering feedback into operation to align decisions with the Ombudsman
• Maintain good working relationships with internal departments, stakeholders and dealer/retailer network

• Liaised with various operational teams and senior stakeholders to gather information and conduct a full investigation of the complaint points and determine the root cause of customers complaint
• Provided quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems
• Prepared range of Customer complaint final response letters, liaising with customers by phone and by letter to resolve customer complaints
• Ensure all legislative regulatory requirements are adhered to by ensuring compliance with defined complaints handling policy
• Communicated professionally and concisely with customers/colleagues either by letter or by telephone to clearly communicate balanced decisions reached
• Inbound and outbound telephony support to customers, other areas of business and dealer network.

• Various customer facing roles including Customer Services Telephony, Asset Recovery, Collections and Trace Investigations.