---
title: 'Complaints Officer (FOS) at Lendable'
canonical: 'https://feeny.ai/job/complaints-officer-fos-lendable-london-6p3m1y8r4rnf'
type: 'job'
last_seen: '2026-09-26'
---

# Complaints Officer (FOS) at Lendable

- **Company:** Lendable
- **Location:** London, United Kingdom / Kent, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-23
- **Last confirmed live:** 2026-09-26
- **Apply:** https://jobs.ashbyhq.com/lendable/6b2f6363-d3f8-460b-85c1-630fae98805d

## Job description

## About Lendable

Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:

- One of the UK’s most exciting unicorns with a team of over 800 people
- Among the fastest-growing tech companies in the UK
- Profitable since 2017
- Backed by top investors including Balderton Capital and Goldman Sachs
- Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on [Trustpilot](https://uk.trustpilot.com/review/lendable.co.uk))

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

Join us if you want to

- Take ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
- Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions
- Build the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting

## About the role

As we grow, we’re looking to expand our Complaints handling team. As an excellent communicator, you will quickly build relationships with customers and other departments across Lendable to understand customer friction points and come to fair and objective decisions. If you have experience of either handling complex complaints (preferably motor or secured product related) or have worked in the automotive finance sector and have the following skills we’d love to hear from you:

- Problem solving and decision making skills - putting the customer at the heart of everything you do
- The ability to assess and critique evidence coming to a fair and comprehensive decision
- Be able to shift focus and re-prioritise workloads based on business and customer needs
- Great phone and written communication skills, being clear and concise to promote customer understanding.
- The ability to build rapport and manage multiple third parties including ensuring that customer expectations are managed.

Also, even better if you have:

- Experience of working in a regulated motor finance environment
- An understanding of the Consumer Rights Act 2015
- An understanding of Motor related policies and industry standards
- The ability to comprehend complex Satisfactory Quality-related complaints
- Strong experience working with the Financial Ombudsman Service (FOS).

## Your team’s objectives

Lendable aims to resolve all complaints promptly, ensuring that they are investigated diligently and fairly for customers. Lendable is committed to providing excellent customer service and ensuring that it reaches the right outcomes for our customers. Feedback is an important part of how we can evolve as a business to ensure that we are meeting our customers' expectations and continuously improving our service and the team is encouraged to speak up, take each complaint on its own merits and provide valuable insights to the business in order to improve and grow. Our ability to handle complaints effectively for our customers, and therefore to the benefit of us as a business, has never been more important than now; as we expand our existing products in the UK and US financial markets.

## How you’ll impact those objectives

The ideal candidate will have experience of resolving complaints or customer disputes within a regulated environment and have an aptitude for investigating, analysing, problem-solving and dispute resolution.

- You will be able to self manage a varied and complex caseload, identifying best contact mechanisms for customers and prioritising cases where appropriate to be highly productive and efficient, and to maintain the required level of performance against our KPI minimum standards.
- You will champion using our AI tools and technology to bring a first class service to our customers.
- You will work well under pressure and be adaptable, being able to turn your hand to other areas of operational need, as the business may require.
- You will ensure that you follow our complaint handling standards, have good record keeping skills and ensure that all decisions made are backed up with demonstrable evidence and rationale.
- You will work closely with the Complaints Team, to resolve complaints about our loans, cards and auto-finance products, as well as be responsible for feeding back to both frontline and product teams on product and process improvements across the Operations Team and wider Lendable business.
- You will be responsible for communicating with the complainant, either in writing or by phone and will enjoy finding solutions to issues raised, managing customer expectations and handling difficult situations with tact and professionalism.
- You will have a good knowledge and understanding of FCA regulation as well as DISP complaint handling rules and guidance.
- You will also ensure that you maintain up to date knowledge of Lendable’s products through effective use and review of policies, procedures and business tools made available to you.
- You will have strong letter writing skills, being able to create professional final response letters which break down complex issues into comprehensible information for consumers to understand.
- You will also have a sound moral compass, speaking up where necessary to ensure that good customer outcomes are always at the heart of what we do, striving to resolve complaints without the need for the customer to refer to the Financial Ombudsman Service, and ensuring you are applying any learnings from both internal and FOS complaints to future complaint cases.

The Interview Process

- A quick phone call with one of the team
- An exercise to demonstrate your ability to resolve complaints
- An assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance.
- Onsite Interview
- Discuss the exercises you have completed
- Meet the team you’ll work with daily

Life at Lendable

- Winning team: the opportunity to scale up one of the world’s most successful fintech companies
- Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
- Health coverage: support for your physical and mental wellbeing, including private health cover
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our [blog](https://blog.lendable.co.uk/)!

## About Lendable

## Company Overview
- **One-liner**: Lendable is a British fintech company that uses AI and open banking data to provide fast, transparent personal loans, credit cards, and car finance.
- **Entity Type**: Private (Unicorn, last valued at ~£3.5 billion in March 2022)
- **Headquarters**: London, England, United Kingdom
- **Founded**: 2014
- **Founders**: Martin Kissinger, Victoria van Lennep, Paul Pamment, Jakob Schwarz

## Core Business
- **Primary industry**: Financial Technology (Consumer Finance)
- **Target customers**: B2C (prime and near-prime borrowers in the UK, US, and Mexico)
- **Mission or purpose**: To challenge a stale and archaic loans and credit industry by making smart borrowing cheaper, more transparent, and more accessible for responsible people.

## Products & Services
- **Lendable**: The original fast, transparent personal loan platform. Offers instant eligibility checks and guaranteed rates up front, with funds transferred instantly upon approval. Uses open banking and AI to see customers as individuals, not just credit scores.
- **Zable**: A financial superapp that combines borrowing, saving, money management, credit score building, and smarter deals for utilities, mobile contracts, and insurance. Includes the Zable Credit Card and Zable Loans.
- **Autolend**: A car finance product bringing Lendable’s transparency and speed to the auto finance market.
- **Zable Mobile**: A mobile plan launched in partnership with Gigs in October 2025, the first mobile plan by a fintech in Britain.

## Market Standing
- **Valuation/Market Cap**: ~£3.5 billion (as of March 2022 funding round)
- **Key Metric**: Revenue of £446 million (2025); Profitable since 2017
- **Notable Investors/Partners**: Ontario Teachers' Pension Plan Board (lead investor in £210M round), Balderton Capital, Waterfall Asset Management, Goldman Sachs, Passion Capital
- **Growth Signals**: Number 1 issuer of personal loans in the UK by volume; number 2 credit card issuer in the UK (2025); expanded to the US (2021) and Mexico (2026); launched Zable Mobile (first fintech mobile plan in the UK); 800+ employees; 100,000+ Trustpilot reviews with a 5.0* rating; billions in annual originations.

## Competitive Advantages
- **Proprietary AI & Open Banking**: Uses the deepest open banking dataset in the market and advanced AI models to see customers as individuals, not just credit scores, enabling instant, guaranteed rates and higher approval rates for responsible borrowers.
- **Market Leadership**: The number 1 issuer of personal loans in the UK and number 2 credit card issuer, with a track record of profitable growth since 2017.
- **Customer Experience**: 5.0* rating from 100,000+ Trustpilot reviews, driven by a fully digital, hassle-free, and transparent process with no bait-and-switch.
- **Technology-First Platform**: A proprietary platform that automates everything from instant credit decisions to saving customers money with tailored offers, operating as a two-sided marketplace for institutional investors.

## Strategic Focus
- **International Expansion**: Expanding into new markets, with recent entry into Mexico (2026) and existing operations in the UK and US.
- **Product Ecosystem Growth**: Deepening the Zable superapp ecosystem to include mobile plans (Zable Mobile), car finance (Autolend), and more, creating a single platform for all financial decisions.
- **AI & Data Leadership**: Continuing to invest in proprietary AI models and open banking datasets to maintain a competitive edge in credit decisioning and customer personalization.
- **Market Share Capture**: Targeting the £40bn car finance market and further penetrating the US and Mexican markets.

## Why Work Here
- **Culture**: Described as dynamic, driven, and fast-paced, with a focus on low ego, high ownership, and meaningful impact. The team of 800+ spans 45 nationalities and speaks 32 languages.
- **Work Style**: Small teams of exceptional people who are trusted to take ownership and make decisions from day one. Emphasis on building the best technology in-house using new data sources, ML, and AI.
- **Perks**: Regular social events, often involving food. A 4.3* average score on Glassdoor.
- **Location**: Offices in London, Kent (UK), and New York City (US). Hybrid/office policy not explicitly stated but likely flexible given the international team.
- **Engineering Culture**: Focus on building proprietary technology, using new data sources, machine learning, and AI to automate processes. Engineers are trusted to take ownership and drive material impact.

## Sources
1. [lendable.co.uk](https://www.lendable.co.uk/)
2. [careers.lendable.com](https://careers.lendable.com/)
3. [lendable.com](https://www.lendable.com/)
4. [lendable.co.uk/about](https://www.lendable.co.uk/about)
5. [en.wikipedia.org](https://en.wikipedia.org/wiki/Lendable)

## Other roles at Lendable

- [Associate Product Manager](https://feeny.ai/job/associate-product-manager-lendable-london-5my64rdk1e6s) — London, United Kingdom
- [Compliance Monitoring Officer](https://feeny.ai/job/compliance-monitoring-officer-lendable-london-mpkgk6x75e32) — London, United Kingdom
- [Platform Engineer](https://feeny.ai/job/platform-engineer-lendable-london-fng8f7vgw1dy) — London, United Kingdom
- [Senior Accountant](https://feeny.ai/job/senior-accountant-lendable-london-fbcyb0dksg37) — London, United Kingdom
- [PHP Engineer](https://feeny.ai/job/php-engineer-lendable-london-w60g6svhfs2w) — London, United Kingdom
- [Complaints and Data Rights Administrator](https://feeny.ai/job/complaints-and-data-rights-administrator-lendable-london-9qap2tmrwpf1) — London, United Kingdom / Kent, United Kingdom
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