Chantal de Paus

Customer outcomes and complaints specialist with FCA-regulated financial services experience across pensions, annuities and retirement services, combining complex case judgement with quality assurance, root cause analysis and fair outcome assessment. Trusted to handle sensitive, high-complexity issues and to translate customer evidence, complaint themes and operational weaknesses into clear insight that supports stronger decisions, improved controls and better customer outcomes. Particularly suited to senior specialist roles spanning complaints, customer outcomes, conduct, quality and governance.

Complaints Assessor – Pensions & Annuities at Just Group plc (2024-06 – Present)

Manage complex complaint investigations across pensions, annuities and retirement services, assessing evidence, customer impact, liability, redress and fair outcomes to deliver clear, defensible decisions and strong audit trail in sensitive regulated cases. Use complaint insight to identify recurring themes, customer detriment risks and operational weaknesses that support improved handling standards and stronger customer outcomes.

• Handle high-complexity regulated complaints involving customer detriment, vulnerable circumstances, delays, communication failures and technical retirement product issues, applying DISP, FOS expectations and fair outcome principles.
• Identify recurring complaint themes, root causes and operational weaknesses, escalating insight that supports stronger controls, improved handling quality and reduced repeat customer harm.
• Deliver clear, evidence-based complaint decisions with strong quality outcomes, including an average quality score of approximately 99.3%, supported by clear customer communication and a low FOS referral rate.

Competency Assurance Analyst at Just Group plc (2021-10 – 2024-06)

Provided quality assurance and competency oversight across regulated retirement services, reviewing customer-facing activity to assess decision quality, conduct risk, complaint drivers and control weaknesses, and to identify opportunities to improve customer outcomes and operational standards.

• Assessed operational outputs and customer interactions against quality frameworks, regulatory expectations and customer outcome principles, identifying areas of risk, inconsistency and improvement.
• Produced reporting and insight used by leaders to understand recurring issues, performance trends and priority improvement areas across complaints, operations and technical teams.
• Supported stronger standards, audit trails and more consistent customer handling by translating detailed review findings into clear, actionable feedback and insight.

Quality Assurance & Training Support – Mondelez Account at Concentrix (2021-06 – 2021-10)

Supported quality monitoring, training and operational improvement activity within a high-volume contact environment, contributing to review, feedback, coaching support and process consistency.

• Reviewed customer interactions for quality, accuracy and process adherence, identifying recurring issues affecting service consistency and outcome quality.
• Supported colleague development through feedback and training activity, helping improve handling standards and operational consistency.

Product Quality & Complaints Analyst – Mondelez Account at Concentrix (2020-11 – 2021-10)

Reviewed product quality enquiries, complaints and service issues across a major FMCG account, using complaint details, product information and supporting evidence to determine appropriate responses, escalation routes and service recovery actions.

• Assessed product quality concerns, packaging issues, ingredient queries, allergen-related enquiries and recurring service issues, escalating higher-risk matters where specialist review was required.
• Built early experience in complaint triage, evidence review, service recovery, clear communication and accurate case documentation.

Payment Disputes & Resolution Specialist – PayPal Account at PayPal (2020-03 – 2020-11)

Supported Dutch and Belgian account holders with account, transaction, payment and dispute issues in a regulated financial services environment, including complex cases involving financial concern, account protection and disputed outcomes.

• Reviewed transaction, account and dispute evidence to identify appropriate resolution routes, escalation points and potential procedural gaps.
• Escalated evidence that overturned an unfair dispute outcome, leading to a rejected case being reopened and compensation being paid.

Certificate in Mortgage Advice and Practice in Mortgage Advice and Practice – LIBF (2024)

R01 – Financial Services, Regulation and Ethics in Financial Services, Regulation and Ethics – Chartered Insurance Institute (2023)

Certificate of Proficiency in English in English – Cambridge