REQ-10117216
- 26/06/2026
- Customer Loyalty
- Madrid, Spain
- ING Bank

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Your role and work environment:
We are looking for a talented and enthusiastic Complaints Handler to join our Internal Ombudsman Team within Compliance

The responsibility of this team is to ensure the fair and effective resolution of customer complaints, working with different departments within the bank to ensure that the processes leading to customer complaints comply with regulatory requirements and deliver the best possible customer experience.

Additionally, the team engages with regulatory supervisors to respond to their requests for information in accordance with to regulatory standards and timelines.

Our way of working is founded on the following pillars to prevent future complaints:
- customer centric approach
- regulatory compliance
- thorough investigation and documentation
- efficient resolution
- continuous improvement

Your key responsibilities:
As a Complaints Handler you will:
- Analyze and resolve customer complaints, ensuring responses are technically sound,



well-argued, and aligned with current regulatory frameworks and ING policies.
- Collaborate cross-functionally with internal departments to gather case information and develop integrated, consistent responses.
- Identify process improvement opportunities based on complaint trends and root cause analysis, providing feedback to the organization and proposing changes to prevent recurrence and improve customer satisfaction.
- Prepare high-quality internal and external reports, including submissions to regulatory bodies, ensuring accuracy, clarity, and timely delivery.
- Oversee the performance of external service providers supporting the complaints handling activities, ensuring adherence to quality standards, timelines, and regulatory criteria.
- Conduct internal audits of provider activity, including case reviews, KPI monitoring, and follow-up on corrective actions.
- Foster a collaborative, feedback-driven

📌 Complaints Handler (Madrid)
🏢 ING Bank
📍 Madrid