Open to opportunities

Emma Anderton

@emmaanderton

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Senior complaints leader improving fair outcomes through regulatory compliance and process excellence.

United Kingdom

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What I'm looking for

I’m looking for a regulation- and customer-focused complaints leadership role where I can improve processes, ensure fair outcomes, mentor teams, and manage stakeholders to deliver measurable performance in fast-paced environments.

I am a highly motivated and results-driven complaints professional with extensive experience in finance, pensions, and insurance, currently working for both The Electoral Commission and The Financial Ombudsman Service. I’ve led and managed teams of up to 70 advisors and 30 complaint handlers, consistently achieving targets while driving company-wide improvements through empathy-led, customer-centric dispute resolution.

In my current role as a Senior Complaints Manager, I oversee regulatory and non-regulatory complaints, develop practices that support regulatory compliance, and improve operational efficiency and customer satisfaction. I work closely with stakeholders during high-pressure periods, handle vulnerable customer needs through process adjustments for inclusivity and accessibility, investigate regulatory non-compliance against legal standards, and produce detailed reports, manage budgets, and present insights to senior management.

Across my wider career, I’ve deepened my expertise in complaint investigation, complex problem solving, and quality assurance—ranging from Motor, Buildings, Commercial Insurance disputes at the Financial Ombudsman Service to process overhaul and QA framework design while managing HSE teams during COVID-19. I’m solution-driven and adaptable to change, and I build performance through training and mentoring—driving measurable improvements such as raising quality from 78% to 89% (and to 96%) and improving failure rates by over 20%, while maintaining fair, accurate, and compliant outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Complaints Manager

Current

The Electoral Commission

Feb 2023 - Present (3 years 4 months)

Sole Complaints Manager, handling regulatory and non-regulatory complaints and improving complaints practices to strengthen operational efficiency and customer satisfaction. Investigate regulatory non-compliance, adapt processes for vulnerable customers, and provide stakeholder-focused reporting and recommendations to senior management.

Complaints Management Regulatory Compliance Case Investigation Vulnerable Customers Process Improvement Stakeholder Management Budget Management Operational Efficiency

Current

Contingent Investigator (Insurance)

Current

Financial Ombudsman Service

May 2022 - Present (4 years 1 month)

Investigate complex insurance disputes (motor, buildings, commercial insurance and related products) and resolve matters by applying relevant legislation and case law. Manage a high caseload independently while liaising with consumers, councils, and insurers to meet strict deadlines and performance targets.

Regulatory Compliance Stakeholder Management

Team Manager (HSE Covid QA)

Health and Safety Executive

Jan 2021 - Jul 2021 (6 months)

Managed multiple teams of fully qualified enforcement officers during the COVID-19 period, developing processes for complaints, enquiries, and quality assurance within legal and regulatory requirements. Led a QA process overhaul, rolling out an updated QA framework to 70 advisors and improving the case failure rate by over 20%.

Team Management Quality Assurance Process Development Regulatory Compliance Enforcement Remote Operations Root Cause Analysis Continuous Improvement

FOS Remediation Complaints Handler

MBNA

Oct 2011 - Jun 2014 (2 years 8 months)

Handled FOS-related complaint investigations and case preparation, ensuring complaints were managed in line with Treating Customers Fairly (TCF) principles and FOS procedures. Completed product/process audits using Excel, provided quality feedback and training to case handlers, and supported senior stakeholders with presentations and findings.

TCF Compliance Case Investigation Quality Control Training & Coaching Compliance Casework

PPI Complaints Advisor

MBNA

Jul 2011 - Sep 2011 (2 months)

Processed Payment Protection Insurance (PPI) complaint intake by acknowledging requests and gathering required information in a fast-paced environment. Consistently exceeded daily targets while managing multiple tasks accurately and efficiently.

PPI Complaints Handling Complaint Management Data Gathering Time Management Customer Outcomes

Education

Degrees, certifications, and relevant coursework

Wirral Metropolitan College

AAT Level 3, Accounting

2010 - 2011

Completed AAT Level 3 studies. Focused on foundational accountancy training relevant to business finance.

Liverpool John Moores University

Diploma in Higher Education in Business Management, Business Management

2006 - 2010

Completed a Diploma in Higher Education in Business Management. Built knowledge in business management principles over the course of the program.

Caldy Grange Grammar School

A Levels, Law, Business Studies, Government & Politics

2003 - 2005

Grade: C-E

Achieved A levels across Law, Business Studies, Government & Politics, and General Studies. Grades were C-E.

West Kirby Grammar School

GCSEs, General Education

1998 - 2003

Grade: B-C

Completed GCSEs in Maths, English Literature, English Language, Religious Studies, Business Studies, Combined Sciences, and German (8 subjects total). Grades were B-C.