Preetha Gopal

Compliance Investigator @Ford Credit

Manchester, GB

Investigating complex Retail/commercial customer complaints relating to vehicle finance agreements, dealer conduct, commission structures, and affordability assessments, ensuring outcomes are fair and compliant with FCA DISP regulations and internal compliance standards.Managing a high-volume caseload of 80–100 complaints per month, prioritising cases effectively to meet regulatory deadlines while maintaining a strong focus on quality and customer outcomes.Producing clear and well-reasoned final response letters, explaining investigation findings and decisions in a structured and transparent way to both customers and internal stakeholders.Handling escalated complaints referred to the Financial Ombudsman Service, preparing detailed case summaries, evidence packs, and business responses to support the organisation’s position.Demonstrating strong customer communication skills, managing sensitive conversations with customers who may be dissatisfied or distressed while maintaining professionalism and empathy.Maintaining a 95%+ on-time final response rate and consistently achieve high quality audit scores, reflecting strong analytical judgement, regulatory awareness, and attention to detail.

Loughborough University

Masters, International Business

Institute of Chartered Accountants of India

Chartered Accountant, Accounting, Taxation, Financial Reporting, GST, Cost management

Indira Gandhi National Open University (IGNOU), Delhi

Bachelor of Commerce - BCom, Accounting and Finance