Sumera Farman

Experienced complaints and regulatory professional with a strong background managing sensitive, complex, and high-volume casework across regulated financial services, healthcare and regulatory environments. Skilled in complaint investigation, stakeholder management, evidence gathering, report writing and delivering fair outcomes in line with policy and regulatory requirements. Experienced liaising with senior stakeholders, handling emotionally sensitive matters with professionalism and empathy, and supporting service improvement initiatives.

Holds an MA in Professional Creative Writing with advanced written communication and analytical skills.

Consumer Relations Advisor - Consumer Council for Water

(2025-04 - 2026-01)

• Managed a varied caseload of complex consumer complaints and enquiries, ensuring fair and timely resolutions in line with organisational procedures and regulatory expectations.
• Investigated complaints by gathering, reviewing and assessing evidence from consumers and water companies to support informed decision-making and appropriate outcomes.
• Handled sensitive and escalated matters involving vulnerable customers with empathy, professionalism and strong communication skills.
• Maintained accurate case records and managed competing priorities effectively within a high-volume complaints environment.
• Liaised with multiple stakeholders to resolve disputes, manage expectations and support positive customer outcomes.

Authorisation Officer Level 1 - Solicitors Regulation Authority - Birmingham

(2024-03 - 2024-07)

• Managed a caseload within a professional regulatory environment, ensuring cases were progressed in line with policy, procedural and regulatory requirements.
• Assessed applications and supporting evidence to support regulatory decision-making, applying professional judgement and attention to detail.
• Interpreted regulatory guidance and internal procedures to ensure fair, consistent and compliant outcomes.
• Produced clear written reports and maintained accurate case documentation to support transparent decision-making and audit requirements.
• Communicated professionally with stakeholders regarding case progression, evidential requirements and regulatory outcomes.

Complaints Officer - Health Harmonie - Birmingham

(2024-01 - 2024-03)

• Investigated sensitive patient complaints and concerns within a healthcare environment, ensuring matters were handled fairly and in accordance with organisational procedures.
• Managed complaints involving vulnerable and distressed individuals, balancing empathy with procedural requirements and professionalism.
• Gathered and assessed information from clinicians and healthcare teams to support complaint investigations and informed outcomes.
• Produced clear written responses outlining investigation findings, actions taken and decision rationale.
• Identified recurring issues and contributed towards discussions around service improvement and patient experience.

Registration Officer - General Dental Council

(2023-04 - 2023-11)

• Managed registration-related casework within a professional regulatory environment, ensuring compliance with regulatory standards and procedures.
• Assessed applications and supporting documentation accurately, identifying discrepancies and areas requiring clarification.
• Interpreted policies and regulatory guidance to support fair and consistent decision-making.
• Liaised with internal and external stakeholders to provide guidance regarding registration processes and requirements.
• Maintained accurate records and handled sensitive queries with professionalism and confidentiality.

Customer Call Hub Agent - Financial Ombudsman Service - Coventry

(2022-10 - 2023-01)

• Acted as a first point of contact for consumers raising financial complaints and disputes, handling sensitive matters with professionalism and empathy.
• Gathered relevant information and maintained accurate records to support complaint progression and investigation processes.
• Managed conversations with vulnerable or distressed customers while balancing empathy, impartiality and procedural requirements.
• Applied attention to detail and sound judgement when handling confidential information within a regulated environment.

CEM Analyst/Letter Team Assistant - HSBC UK - Birmingham

(2019-01 - 2022-09)

• Supported regulatory and risk-based customer exit processes within Business Financial Crime Risk, ensuring compliance with internal policy and financial crime frameworks.
• Reviewed case information and managed sensitive written communications relating to Client Exit Management processes.
• Produced and quality assured formal customer correspondence, ensuring accuracy, confidentiality and compliance with regulatory standards.
• Created internal guidance materials and delivered training to colleagues and contractors to support consistency and operational effectiveness.
• Conducted quality assurance checks and escalated concerns appropriately to support risk management and procedural compliance.

Collections Complaints - HSBC UK - Birmingham

(2017-10 - 2018-12)

• Investigated complex and escalated customer complaints, gathering evidence and assessing information to support fair and reasoned outcomes.
• Worked closely with vulnerable and financially distressed customers, handling sensitive conversations with empathy and professionalism.
• Balanced policy, regulatory requirements and customer circumstances to support proportionate and evidence-based decision-making.
• Provided clear explanations of complaint outcomes and decision rationale through written and verbal communication.
• Supported complaint resolution at first point of contact by coaching colleagues and providing feedback on complaint handling approaches.

JLFS Customer Resolutions - HSBC UK - Birmingham

(2016-09 - 2017-09)

• Investigated customer complaints and service failures, liaising with multiple departments to coordinate fair and timely resolutions.
• Managed escalated and sensitive complaints in line with FCA/FOS guidance and internal procedures.
• Produced professional written correspondence outlining complaint findings, actions taken and outcome rationale.
• Demonstrated strong judgement, stakeholder management and problem-solving skills within a fast-paced regulated environment.

JLFS Customer Services - HSBC UK - Birmingham

(2015-06 - 2016-09)

• Delivered customer support within a high-volume financial services environment, resolving queries and basic complaints efficiently and professionally.
• Acted as a first point of contact for escalated customer issues, using strong communication and problem-solving skills.
• Supported training delivery and assisted colleagues with operational queries and processes.

Article Writer - DesiBlitz.com - Birmingham

(2013-02 - 2014-10)

• Researched and produced articles for a large online audience, developing strong written communication, analytical and interviewing skills.

Article Writer - Eastern Insider Newspaper - Birmingham

(2012-07 - 2013-03)

• Researched, wrote and edited articles across a variety of topics, demonstrating attention to detail and strong written communication skills.

Master of Arts - Professional Creative Writing - Coventry University (2021-01 - 2023-01)

BA - Open Degree with English Modules - Open University (2015 - 2020)