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Joseph Jones-Liptrot

@josephjones-liptrot

Complaints Investigator at the Financial Ombudsman Service, assessing complex fraud and scam complaints and producing evidence-based decisions.

United Kingdom

Message

At the Financial Ombudsman Service, I investigate complex and sensitive complaints involving fraud, disputed transactions, account closures, financial vulnerability, and scam-related losses. I assess evidence against regulatory frameworks and guidance to reach fair, proportionate outcomes.

I produce clear written decisions and manage a high-volume caseload while maintaining confidentiality and accuracy. I also handle cases involving vulnerable or distressed people and communicate with customers, financial businesses, and other stakeholders.

Previously, I investigated FCA-regulated complaints at Hazell Carr (St James’ Place) and handled banking and insurance complaints across Huntswood, Hazell Carr, and Lloyds Banking Group. At Flintshire County Council, I investigated sensitive public health cases and liaised with schools, families, and public sector stakeholders.

Experience

Work history, roles, and key accomplishments

Current

Complaints Investigator

Current

Financial Ombudsman Service

May 2023 - Present (3 years 4 months)

Conducts detailed investigations into complex and sensitive complaints involving fraud, disputed transactions, account closures, financial vulnerability, and scam-related losses. Applies regulatory frameworks including DISP, Payment Services Regulations, FCA rules, and CIFAS principles to deliver fair and evidence-based outcomes.

Complex Investigations Case Management Regulatory Compliance DISP UK FCA Rules CIFAS Evidence Assessment Stakeholder Engagement Written Communication Vulnerability Aware Handling Excel MI Reporting

Case Handling Consultant

Hazell Carr

Sep 2022 - May 2023 (8 months)

Investigated FCA-regulated complaints and managed cases through to resolution in line with DISP requirements and internal compliance standards. Maintained accurate records and liaised with stakeholders including the Financial Ombudsman Service.

Complaint Handling DISP Regulatory Principles Regulatory Compliance Case Management Stakeholder Liaison Vulnerable Support Record keeping

Insurance & Banking Complaints Roles

Huntswood / Hazell Carr / Lloyds Banking Group

Jan 2017 - Dec 2022 (5 years 11 months)

Managed end-to-end investigations across banking and insurance complaints within regulated environments. Applied internal policy, FCA guidance, and DISP requirements to assess complaints and customer outcomes.

End To End Investigations Complaints FCA Guidance DISP Evidence Review Client Relations Quality Assurance

Covid-19 Contact Tracing Investigator & School Liaison Advisor

Flintshire County Council

Feb 2021 - Sep 2021 (7 months)

Investigated complex and sensitive public health cases in line with government guidance and data protection requirements. Acted as a key liaison between schools, families, and public sector stakeholders.

Contact Tracing Public Health Data Protection Stakeholder Liaison Confidentiality Empathy Communication Skills

Education

Degrees, certifications, and relevant coursework

University of Central Lancashire

BA (Hons), Religion, Culture & Society

Grade: 2:1

BA (Hons) in Religion, Culture & Society with a 2:1 classification. Developed strong communication, analytical, and interpersonal skills through the study of culture, ethics, identity, social issues, and human behaviour.