Clarity + Direction
Practical guides and updates on complaint handling, regulatory change, and case law, written by professionals with 20+ years' first-hand experience in regulated industries.
Here you'll find straightforward answers to common challenges complaint teams face every day. Whether it's navigating complex processes or using new tools, our goal is to equip you with practical guidance that saves time, reduces stress, and helps you deliver consistent and compliant outcomes, all while providing exceptional service.
Build a business case for complaint management software
Understand the data, language, and return of investment strategy you need to convince your C-level leadership to invest in better complaint software.
How to choose complaint case management software
Struggling to choose the right complaint case management software? Cut through the noise, avoid feature overload, and find a system that actually works for your team.
What is complaint case management software?
Complaint management software helps regulated teams capture, resolve, and learn from complaints — improving service, compliance, and oversight.
A practical guide for complaint case handlers. Dealing with vulnerable customers
Learn how to handle complaints from vulnerable customers with confidence. Discover the 4 R’s, TEXAS, BRUCE, and IDEA frameworks, plus a real FOS case study, to ensure fair outcomes and meet FCA Consumer Duty standards.
Consumer Duty at two years: FCA digital journeys and complaints
Two years after Consumer Duty, the FCA is spotlighting digital customer journeys. Poor design fuels complaints. Here’s how complaint teams can use insights to drive compliance and better outcomes.
Why apologising to customers matters in complaint handling
Find out why saying sorry makes a difference in complaint handling. A sincere apology rebuilds trust, reduces churn, and turns complaints into loyalty.
FCA AI Sprint 2025: Why complaint handling is the test for trustworthy AI
The FCA’s AI Sprint put trust, fairness, and explainability first. See why complaint handling is the proving ground for AI in finance and how teams can apply it today.
An expert guide to decoding how FCA rules, guidance, and Financial Ombudsman Service decisions shape complaint outcomes, escalation risk, and regulatory confidence.
Why FCA guidance and Financial Ombudsman Service decisions create uncertainty for complaint teams, and how redress reforms are reshaping rule-interpretation and escalation risk.
Burnout in complaint handling is rising. Learn practical ways to lower stress, protect DISP timelines, improve decisions, and retain skilled case handlers.
The £200m Mastercard class action settlement reveals critical lessons about collective redress, litigation funding, and the operational limits of legacy systems in managing mass claims. Here's what leaders need to know.
Busy does not mean better. Learn how coordination and a complaint management system cut wasted time on work about work and speed up fair complaint outcomes.