# Akwal Khaira

Akwal Khaira is a remote worker on Himalayas, Complaints Handler at Diligenta/Phoenix/Aviva, based in United Kingdom.

Source: https://himalayas.app/@akwalkhaira

```text
Complaints handler in financial services, resolving complex pension and investment cases with investigations and loss calculations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United Kingdom |
| Authorized to work in | United Kingdom |
| Salary expectations | 35k+ GBP |
| Job categories | Complaints Handler, Complaints Analyst, Pension Complaints Administrator, Case Reviewer, Quality Checker |
| Skills | Complaint Investigation, Life and Pensions Complaints, Financial Services, Loss Calculation, Redress Calculation, Complaint Resolution, Pension Products, Investment Products, life insurance, Housing Complaints, Tax Liability Assessment, Root Cause Analysis, Quality Assurance, Regulatory, KYC |

## About

```text
At Diligenta/Phoenix/Aviva, I handled complex legacy and new complaints end to end, including my own loss calculations. I maintained weekly targets and quality checks throughout the project.

Across financial services roles including Scottish Widows, ReAssure and BNY Mellon, I investigated pension, investment, life and mortgage complaints, assessed financial loss and prepared customer responses. At BNY Mellon, I managed a team of 12 and helped halve breaches within the team.
```

## Experience

### Complaints Handler

Diligenta/Phoenix/Aviva. Jan 2026 - Oct 2026

```text
Dealt with complex complaints both Legacy and new cases, from end-to-end and completing own loss calculations. Maintained weekly set targets and quality checks throughout the project.
```

Skills: Complaint-Handling, Loss-Calculation, Quality-Checks, Target-Management

### Pension Complaints Administrator

Civil Service. Apr 2025 - Nov 2025

```text
Security cleared role dealing with a range of queries from active/pensioners from all Civil Service members. Answered questions on all retirement concerns from impacts of tax, calculations, HMRC, statements, Remedy McCloud review through to death over a multiple of schemes offered.
```

Skills: Pension-Administration, Complaint-Handling, Tax-Calculation, HMRC, Remedy-McCloud, Customer-Service

### Pension Complaint Handler

[M&G](https://himalayas.app/companies/mandg). Nov 2024 - Apr 2025

```text
Completed full reviews of complex pension cases, including drawdowns and annuities pension complaints. Finalised complex calculations, evaluating financial loss, tax liabilities to compiling bespoke response letters.
```

Skills: Life-and-Pensions-Complaints, Drawdown, Annuities, Financial-Calculation, Taxes, Complaint-Handling

### Review Consultant/Complaint Handler

James Hay/Nucleus. Mar 2024 - Oct 2024

```text
Appointed to assess effectiveness of complaints process and procedures on Pension and Investment products. Reviewed cases from cradle to grave, to test and evaluate best measures in place for completing cases, providing feedback on case logging, letter structure, payments, turnaround times to closure of cases for improvements.
```

Skills: Complaint-Handling, Process-Reviews, Case-Management, Feedback, Pensions, Investment

### Complaints Handler

Diligenta/Scottish Widows. May 2022 - Mar 2024

```text
Dealt with complex complaints for Scottish Widows and Clerical Medical clients. Investigated end to end complaints to produce bespoke Final Response Letters including complex calculations, with strong analysis of multiple products from Pensions, Life to Investments along with deceased cases.
```

Skills: Complaint-Handling, Financial-Analysis, Pensions, life-insurance, Investment, Deceased-Cases, Service-Level-Agreements

### Complaints Analyst

ReAssure. Feb 2021 - Dec 2021

```text
Remediated products transferred across from L&G, investigated complaints to provide an outcome both verbally and in writing to the customer after a full review whilst meeting tight deadlines. Strong analysis of multiple products from Pensions, Life, Investments through to Mortgages and systems, investigating root causes through to escalating, decision making and calculating redress.
```

Skills: Complaint-Handling, Root-Cause-Analysis, Decision-making, Redress-Calculation, Pensions, life-insurance, Investment, Mortgage

### Quality Checker/Complaint Handler

[Hargreaves Lansdown](https://himalayas.app/companies/hargreaves-lansdown). Jan 2020 - Mar 2020

```text
Quality checked calls/letters to ensure detailed analysis of the case compiled and documented. Created bespoke letters/emails in response to customer complaints following a fund suspension, completing a full review through calls and searching in house systems to extract full complaint.
```

Skills: Quality-Checking, Complaint-Handling, Customer-Correspondence, Fund-Suspension, Case-Analysis

### Complaint Handler

RBS. Nov 2019 - Jan 2020

```text
Quality checked escalated complaint files from FOS, conducting a full investigation on Mortgage and Investment products, to ensure correct guidance and regulated procedures followed. Completed cases within timeframes set, keeping clear audit trails to completing final decision letters.
```

Skills: Complaint-Handling, FOS-Escalations, Mortgage, Investment, Regulatory-Compliance, Audit-Trails

### Case Reviewer/ KYC Onboarding

TSB. Jul 2018 - Nov 2019

```text
Remediation following IT migration failure, moving between several rectifications on a daily basis. Dealt with end to end complaints from audit, redress payments to compiling bespoke response letters, reconciling large sums of missing payments by analysing available data and spreadsheets, and carrying out KYC, PEP and adverse checks to on-board large volumes of customers.
```

Skills: KYC, PEPs-Checks, Adverse-Media-Checks, Complaint-Handling, Redress, Reconciliations, Data-Analysis, Spreadsheets

### Remediation Complaint Handler

[Lloyds Banking Group](https://himalayas.app/companies/lloyds-banking-group). Apr 2018 - Jun 2018

```text
Remediated customers across their savings accounts, where detriment caused due to interest errors. Ensured a clear audit trail of all information is captured and recorded to meet set guidelines.
```

Skills: remediation, Complaint-Handling, Savings-Accounts, Interest-Errors, Audit-Trails

### Quality Checker

Barclays Wealth Management. Jul 2017 - Dec 2017

```text
Remediated closed book mortgages, to review miscalculated charges to the customer's mortgage. QC'ed correct rate charges charged as notified to the customer during the term of the whole mortgage, ensuring through detailed analysis of all held data that correct decision and redress calculated.
```

Skills: Quality-Checking, Mortgage-Issue-Resolution, Data-Analysis, Redress-Calculation

### Project Assistant

The Bible Society. Sep 2016 - Jun 2017

```text
Coordinated all projects, from multiple diary coordination, sourcing and booking all travel arrangements, VISA requirements, creating itineraries, collating documentation, to arranging inductions for new starters. Arranged meetings, drafted agendas, took minutes, and completed financial tasks including raising purchase orders, expenses, budgets and reconciliations.
```

Skills: Project-Coordination, Travel-Arrangements, Diary-Management, Meeting-Coordination, Financial-administration, Purchase-Order, Budgets, Reconciliations

### Complaint Case Handler

Huntswood. Nov 2014 - Feb 2016

```text
Reviewed cases to see if PPI was mis-sold by reviewing all aspects of the sale, from calls, applications forms, sales scripts, compliance records, T&C's and post sales correspondence, calculating redress and issuing final response letters.
```

Skills: PPI-Complaints, Case-Review, Redress-Calculation, Final-Response-Letters

### Unit Pricing Supervisor

[Zurich](https://himalayas.app/companies/zurich-insurance). Dec 2013 - Mar 2014

```text
Responsible for checking daily sign-off sheets, reports, dealing and respective fund prices. Reviewed and monitored process and procedures being met and reporting issues in timely manner, organising team's workload from co-ordination of daily processes through to resolving issues.
```

Skills: Pricing, Fund-Valuation, Process-Monitoring, Team-Coordination, Issue-Resolution

### Team Manager/Investment Representative

[BNY Mellon](https://himalayas.app/companies/the-bank-of-new-york-mellon-corporation). Jan 2004 - Dec 2013

```text
Managed a team of 12, meeting appraisals to SLA's being maintained, compiling breach reports for monthly manager's statistical reviews, halving breaches within the team through to audited Quality Checks on calls and feedback. Liaised with Financial Crime Team/Anti-Money Laundering/IFA's/Stakeholders to resolve issues.
```

Skills: Team-Management, SLA-Management, Breach-Reports, Quality-Checks, Financial-Crime, Anti-Money-Laundering, Stakeholder-Liaison

### Migration Consultant

International Financial Data Services. Jun 2013 - Jul 2013

```text
Selected on post migration team from The Bank to IFDS for our client's Threadneedle move to Essex. Worked on several ad hoc projects, often at short notice to meet tight schedules set over two sites.
```

Skills: Migration, Project-Work, Ad-Hoc-Projects, Time-Management

### Business Contingency Analyst

[Nationwide](https://himalayas.app/companies/nationwide-cws). Jan 1999 - Jan 2004

```text
Worked as a Business Contingency Analyst within the E-Commerce Team.
```

Skills: Business-Continuity, Ecommerce

### Business Evaluation Advisor

[Zurich Financial Services](https://himalayas.app/companies/zurich-insurance). Jan 1999 - Jan 2004

```text
Case reviewer as an adjudicator.
```

Skills: Case-Review, Adjudication

### Customer Retention Advisor

Cellular Operations Ltd. Jan 1999 - Jan 2004

```text
Retained customers on platform held.
```

Skills: Customer-Retention

## Education

### Chartered Institute for Securities and Investments

IOC 1 & 3, Securities and Investments

```text
Completed IOC 1 and IOC 3 certifications in 2012.
```

### Chartered Insurance Institute

Financial Planning Certificate - Unit 1, Financial Planning

```text
Completed Financial Planning Certificate Unit 1 in 2001.
```

## Tech stack

- Microsoft Excel
- Microsoft Office

To contact Akwal, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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