Craig Ward

I have experience in complaint handling, FOS complaint handling, collections & financial assistance, quality control and outcome testing in the financial sector, as well as complaint handling in the social housing sector. I have experience in process development, root cause analysis and as a team leader. I have a Masters degree in Financial Regulation. 

Work History

Toyota Finance - Collections/Financial Assistance Agent

December 2024 – December 2025 - Contractor through Square4

• Helped Toyota Finance customers who were in financial difficulties with their car finance.
• Completed affordability reviews with customers and offered forbearance options.
• Dealt with pre-arrears, arrears and defaulted accounts, as well as customers going through IVA/DRO/Bankruptcy proceedings. Experience of dealing with Voluntary Terminations, Settlements, HP & PCP loans.
• Dealt with vulnerable customers.

Livv Housing - Complaint Handler
June 2024 – November 2024
 

• Dealt with both Stage 1 and Stage 2 complaints from tenants in the social housing sector. 
• Investigated & assessed complaints from tenants, in line with policies and frameworks from the Housing Association and in line with the Housing Ombudsman requirements.
• Responded to the complainant with a bespoke letter & awarded redress and compensation.

Monzo Bank - Collections/Financial Assistance Agent
August 2023 – May 2024 – Contractor through Square4

 

• Helped Monzo customers who were in financial difficulties with their overdraft, loan or credit card.
• Completed affordability reviews with customers and offered forbearance options.
• Dealt with pre-arrears, arrears and defaulted accounts, as well as customers going through IVA/DRO/Bankruptcy proceedings. Dealt with vulnerable customers

Barclaycard - Collections/Financial Assistance Agent

November 2021 – April 2023 – Contractor through Huntswood

• Dealt with inbound calls from Barclaycard customers who were either in arrears with their payments or who were facing financial difficulty. Completed affordability assessments with customers.
• Dealt with pre-arrears, arrears, defaulted accounts as well as customers going through IVA/DRO/Bankruptcy proceedings. Dealt with vulnerable customers

The Contact Company (TCC): October 2016 – October 2021

TCC – La Redoute – Customer service and Complaints Handler (May 2021 – October 2021)

• Complaint handler dealing with complaints from LaRedoute customers. These complaints were both regulated (in relation to the credit facility) and non-regulated complaints. 

TCC – NHS Track & Trace Campaign –Team Leader (December 2020 – May 2021) 

• Tracked attendance, punctuality and break/lunch adherence. At times this was for around 200 people per day on the campaign. 
• Resource planed (ensuring sufficient staff would be in on a particular date).
• Dealt with disciplinary issues. Completed 1-2-1’s, team meetings and training, rota issues, etc. 

TCC - Argos Financial Services campaign – Quality Control (August 2018 – November 2020) 

• Completed quality checks for the campaign, including giving feedback to agents. 
• Acted as a SME and supported the campaign.
• Completed Root Cause Analysis of quality issues as well as complaints. 

TCC - Argos Financial Services campaign – Customer Services Agent (October 2016 – August 2018) 

• Dealt with incoming calls and correspondence from customers relating to their Argos Store Card. 

Co-Op Bank – QA on Mortgage Redress Project: Feb 2015 - July 2015 - Contractor with Momenta

• Checked the work of case handlers to ensure that processes were followed and a fair customer outcome reached. This was for letters, inbound and outbound calls. Gave appropriate feedback.
• Held quality huddles and workshops. Produced process maps to be used in the redress process, ensuring all processes FCA compliant.

Lloyds Banking Group – FOS Complaint Handler / QA: March 2011 – December 2014 - Contractor

Operational Outcome Tester/Quality Controller on PPI project 

• Checked the work of both case handlers and outcome testers/quality assessors to ensure that processes were followed and a fair customer outcome reached. 
• Checked multiple work-streams, including complaint review, data gathering, redress, DSAR and FOS. 
• Involved in process development, RCA & training.
   

Financial Ombudsman Service (FOS) Case Handler (for the first 18 months) 

• Reviewed complaints made about the bank that had been escalated to the FOS.
• Completed bespoke responses to the FOS. 

LLB Hons, Law – 1st class

LLM in Financial Regulation and Compliance – Distinction. Modules included Corporate Governance, Financial Regulation, Financial Crime and Dispute Resolution. My dissertation was in mis-selling in a pensions transfer context.