Amir Amini

Managed pension complaints from end to end, including PCLS, pension sharing orders, transfers in and out (cash and in-specie), bereavement pensions, drawdown and property pension investments. Investigated complex pension-related cases thoroughly and objectively. Reviewed customer correspondence, case histories, documentation and supporting evidence.

Complaints Pension Handler Specialist - Embark Pensions (Pontoon Solutions)

(2025-06)

• Managed pension complaints from end to end, including PCLS, pension sharing orders, transfers in and out (cash and in-specie), bereavement pensions, drawdown and property pension investments.
• Investigated complex pension-related cases thoroughly and objectively.
• Reviewed customer correspondence, case histories, documentation and supporting evidence.
• Applied existing pensions knowledge when assessing individual cases.
• Identified key issues and determined appropriate next steps.
• Produced clear, accurate and well-reasoned written complaint responses.
• Communicated professionally with customers throughout the complaints process.
• Managed sensitive, complex and potentially challenging conversations.
• Maintained comprehensive and accurate case notes.
• Managed caseloads effectively while working to agreed timescales.
• Followed relevant processes, quality standards and regulatory requirements.
• Escalated particularly complex cases where appropriate.
• Ensured complaints were handled professionally, with a strong focus on fair customer outcomes.

Pensions and Investment Complaint Handler - Equiniti/Diligent

(2025-02 - 2025-06)

• Reviewed and assessed customer servicing complaints related to their life or pension product.
• Taken ownership of a pipeline of cases and managed deadlines.
• Contacted customers to discuss complaint points and outcomes.
• Monitored outstanding queries and proactively chased for information to close cases.
• Analysed and documented call recordings and correspondence to aid decision.
• Updated systems accordingly to record outcome.
• Completed financial loss calculations and taken into account tax liabilities.
• Written full final response letters.
• Assisted with progressing customer requests once the service complaint is resolved.
• experience managing pensions complaints and a good knowledge of different schemes.
• Experience processing complex calculations with manual elements.
• Adaptability to work on multiple client systems.
• Strong communication and negotiation skills to interact with both customers, internal teams and third parties.
• Excellent attention to detail and letter writing proficiency.

Pensions complaints handler - Huntswood/Quilter

(2024-05 - 2025-01)

• Investigated complaint issues relating to service provide by Financial Advisors
• Conducted case reviews, assessed various provider responses, and progressed cases through an agreed process flow.
• Reviewed data and evidence gathered within scope of customer complaints to access eligibility
• Liaised with relevant third Parties (Partners/Financial advisers) and internal departments via emails/telephone
• Adhered to processes, processes and regulatory guidelines such as FCA rules
• Ensured a focus on data protection
• Conducted complex redress calculation to understand the financial loss

Pensions and Investments complaints handler - TCC Group/St James Place

(2023-11 - 2024-05)

• Completed review on the customer journey to understand and determine the nature and effectiveness of the advice/transfers on DB Pensions and Investment products.
• Analysed and reviewed suitability/level of cover of products sold by reviewing the suitability letter, Illustration/fact find and confidential review document.
• Reviewed investment products such as OEICs, both ISA and Non-ISA and Onshore and Offshore Bonds and also reviewed charges such as Early Withdrawal Charges/AMC/Fund Transaction/Ongoing charge Fee
• Investigated complaint issues relating to service provide by Partner/St James Place
• Conducted case reviews, assessed various provider responses, and progressed cases through an agreed process flow.
• Reviewed data and evidence gathered within scope of customer complaints to access eligibility
• Liaised with relevant third Parties (Partners/Financial advisers) and internal departments via emails/telephone
• Adhered to processes, processes and regulatory guidelines such as FCA rules
• Ensured a focus on data protection
• Conducted complex redress calculation to understand the financial loss

General Complaints Handler - BDO Regulatory Solutions - Virgin Money

(2022-10 - 2023-11)

• Fully investigated general banking complaints, i.e., ISA complaints, fraud complaints, customer service complaints, providing the customer with a fair, comprehensive resolution.
• Resolution of complaints within SLA, meeting KPIs and complying with Regulatory regulations and rules.
• Assessed complaints and made redress recommendation to demonstrate a fair and reasonable solution.
• Handled complex inbound and outbound telephone calls and other forms of communication.
• Contacted internal and external parties for relevant information required to investigate and close the complaint.

Investment complaints Handler - EQ Hazell Carr/SS&C

(2022-06 - 2022-09)

• Investigated complaints thoroughly and documented findings
• Discussed outcome of investigation with the complainant by telephone
• Provided written explanation of the findings, using agreed client company style guide
• Liaison between Clients, Customers, Client Service Managers (CSMs), SS&C Group Compliance and administration areas, concerning the resolution of complaints
• Established and recorded complaints root cause data to provide Management with analysis and regular feedback
• Ensured culture of TCF adhered to at all times
• Resolution of all complaints within SLA, meeting KPIs and complying with regulatory deadlines and rules
• Accurate and timely data input to maintain the complaint information within SLA and in a compliant manner
• Ensured all work is reviewed prior to submission for quality checking to minimise re-work.
• Alerted team manager to any trends detected whilst resolving a complaint
• Application of the escalation procedure in the event of serious complaints and potential problem which may impact adversely on the Complaint’s team’s ability to meet SLA’s and or regulatory requirements
• Assessed complaints and makes redress recommendation to demonstrate a fair and reasonable solution
• Followed documented department procedures and Client specifics
• Effective organisation:
• Responded positively to the goals of the Clients and Client Services Complaints
• Meet regularly with Manager to discuss issues and ideas
• Displayed flexibility and adaptability in response to the challenging, changing environment
• Service Delivery:
• Ensure SS&C meets Client expectations in line with Service Level Agreements (SLAs).
• Strive to exceed minimum quality standards in line with house styles.
• All contact with Clients and their customers must be of a high standard, whether written or verbal

Complaints Handler - Square 4 Partners/Starling Bank

(2022-05-03 - 2022-06-24)

• Conduct a thorough investigation of a case, liaising with the customer as appropriate.
• Weigh up all relevant evidence in line with current guidance and procedures.
• Produce a reasoned report detailing your investigations and conclusions in line with authorisation levels achieved using relevant software to provide a full audit trail for the client and the industry regulator.
• Dealt with complaints relating to fraud and dispute complaints
• Preparation and issuing of review reports, decision letters and redress where appropriate.

Specialist FOS Complaints Handler - Huntswood Recruitment/Newday

(2021-06-07 - 2022-05)

• Dealt with Financial Ombudsman-level complaints relating to credit cards i.e., Affordability complaints, fraud and dispute complaint and Section 75 complaints
• Liaised with the FOS and remediating cases accordingly.
• Reinvestigated Credit Card complaints received via FOS, provided full business response to the FOS (prepared full business file) with outcome and evidence of the complaints, provided and answered FOS enquires, made sure that FOS complaints dealt with the FOS, FCA guidelines and assessed FOS complaints eligibility i.e., FOS complaints are with the six months of the final response letter, time barred complaints accordingly to the guidelines.

Case Handler - Deloitte/NatWest Bank (contract)

(2021-02 - 2021-04)

• Requested relevant information/data from various sources via phone and letter.
• Reviewed data and evidence gathered in line with the scope of the customer complaint to assess eligibility.
• Where required, liaise with relevant 3rd parties via phone · Produce required response letters
• Worked with a claims management workflow system · Ensure data protection remains a focus.
• Perform accurate redress calculations using the relevant support tools in line with client and regulatory guidelines.

Complaints Handler - Deloitte/Clydesdale Bank (Contract)

(2019-08 - 2021-01)

• Conduct a thorough investigation of a case, liaising with the customer and other parties as appropriate.
• Liaise with the customer and other parties as appropriate via various media (e.g., written, telephone), ensuring a complete record of all information gathered or given is maintained.
• Weigh up all relevant evidence in line with current guidance and procedures.
• Produce a reasoned report detailing your investigations and conc

BSc - Business Computing - University of Bradford (2006 - 2010)

AVCE - Business Studies (C), and Double ICT (C, C) - TYM (Tong and Yorkshire Martyrs College), Bradford (1998 - 2006)

GCSEs - 7 Subjects including Mathematics (C), English (C) and Science (C) - TYM (Tong and Yorkshire Martyrs College), Bradford (1998 - 2006)