SIMON MONK
Summary
I am an accomplished financial services complaints professional over 10 years experience. Experienced in resolving complex multi-product disputes within fin tech, ombudsman and credit services sectors. I have demonstrated that I can handle heavy caseloads, whilst sticking to regulatory timescales. I have a track record of driving cross functional root cause and delivering feedback to senior stakeholders. I combine an expertise in DISP regulations, and knowledge of dealing with regulators from different jurisdictions. I am ambitious, wishing to use the skills that I process to progress my career and driving excellence.
Overview
24
24
years of professional experience
Work History
Complaints Officer
Wise (Contract Role)
02.2025 - Current
- Ensured fair outcomes for customers by effectively managing complaints
- Resolving customer complaints regarding various aspects within the regulatory timescales
- Demonstrated strong understanding of regulatory obligations and managed multiple cases across different jurisdictions
- Work closely with other teams and stakeholders to ensure the correct information is provided to our customers
- Organised workload under pressure to consistently meet weekly targets
- Collaborated with multi-nation based colleagues in a pilot of a new AI complaints investigation platform. Identifying system limitations and bugs, providing actionable feedback before its roll out
Complaints Assistant
MHS Housing
Chatham, Kent
11.2024 - 02.2025
- Assumed temporary role, ensuring operational continuity during transition.
- Acted as complaint ambassador for developments team, facilitating effective resolution of customer issues.
Investigator
Financial Ombudsman Service
09.2024 - 11.2024
- Using problem solving and analytic skills to identify key complaint points raised by consumers.
- Progress complaints within my workload, quickly and efficiently, whilst remaining impartial, fair and reasonable.
- Target driven to ensure consumers/businesses get an outcome within a reasonable timescale.
- High level of communication skills to liaise with consumers, businesses and third parties.
- Provide clear and reasonable answers to both consumers and businesses.
Complaints Assistant
MHS Housing
Chatham, Kent
07.2024 - 08.2024
- Logged complaints within regulatory timescales, ensuring they were accurate and allocated to the correct investigator.
- Provided feedback to management and stakeholders regarding the complaints received.
- Logged praise following company policy, to ensure positive feedback was provided, and making sure this was communicated internally.
- Short-term role supporting the Complaints Team.
Senior Complaint Handler - SME
Vanquis Bank
Chatham, Kent
10.2021 - 06.2024
- Ensured the team provided a high level of service in Complaint Resolution.
- Trained and coached new starters to the team.
- Allocated and managed case load.
- Managed executive complaints for lending related concerns.
- Monitored quality through accreditations and route to competency.
- Lead on loan lending complaint resolutions.
- Managed team in absence of manager.
- Managed relationships for third party complaints and the CMCs and solicitors.
- Analysed data to make informed decisions in lending complaints.
- Kept up to date on regulation changes & being industry aware.
- Trusted to support in the building and maintaining of reports using Respond system and Microsoft Excel. These were shared to management to highlight the number of complaints raised, active, closed and their aspects.
- Identified trends and patterns in complaints, providing insights to senior decision-makers for strategic improvements.
Complaints Handler
Vanquis Bank
Chatham, Kent
02.2018 - 09.2021
- Full understanding of FCA DISP requirements.
- Handled complaints within regulatory timescales, SRC, PSD2, ICO.
- Discussed outcomes with customers, excellent verbal and written skills.
- Handled high risk executive complaints.
- Multiproduct knowledge - Credit Cards and Loans.
- Aware of vulnerable customer treatments/requirements through complaint handling.
Financial Difficulty Team Leader
Vanquis Bank
Chatham, Kent
06.2017 - 01.2018
- Ensured Team provided a high level of service.
- Coaching and development.
- Frontline complaint handling & escalation calls.
- Updated team on business information through team meetings and buzz sessions.
- Embedded quality frameworks with the team culture.
- Monitored KPIs.
Financial Difficulty Specialist
Vanquis Bank
Chatham, Kent
09.2015 - 05.2017
Collections Specialist
Vanquis Bank
Chatham, Kent
02.2015 - 08.2015
Retail Team Leader
Sainsbury's
Sittingbourne, Kent
01.2008 - 01.2015
Retail General Assistant
Sainsbury's
Sittingbourne, Kent
01.2003 - 12.2007
Education
BTEC - Tourism
Canterbury College
Canterbury, KentGCSE’s -
Fulston Manor School
Sittingbourne, KENTSkills
- Customer complaint resolution
- Regulatory compliance
- Complaint investigation
- Data analysis
- Case management
- Stakeholder communication
- Analytical thinking
- Target achievement
- Decision making
- Conflict resolution
- Time management
- Professional resilience
Hobbies and interests
- Running and fitness, completing in running events and team training
- Travel, exploring new destinations and cultures
- Food, trying new cuisines and cooking
- Former Scout leader
Timeline
Complaints Officer
Wise (Contract Role)
02.2025 - Current
Complaints Assistant
MHS Housing
11.2024 - 02.2025
Investigator
Financial Ombudsman Service
09.2024 - 11.2024
Complaints Assistant
MHS Housing
07.2024 - 08.2024
Senior Complaint Handler - SME
Vanquis Bank
10.2021 - 06.2024
Complaints Handler
Vanquis Bank
02.2018 - 09.2021
Financial Difficulty Team Leader
Vanquis Bank
06.2017 - 01.2018
Financial Difficulty Specialist
Vanquis Bank
09.2015 - 05.2017
Collections Specialist
Vanquis Bank
02.2015 - 08.2015
Retail Team Leader
Sainsbury's
01.2008 - 01.2015
Retail General Assistant
Sainsbury's
01.2003 - 12.2007
BTEC - Tourism
Canterbury College
GCSE’s -
Fulston Manor School