Clarity + Direction
Explore complaint management, case management software and subject access requests (SARs/DSARs). Find practical guides, regulatory updates and customer case studies written by professionals with over 20 years’ experience in complaint handling.
Whether you're tackling a difficult complaint, reviewing your process or choosing case management software, find advice you can put to work. Learn what to check, what to change and how other teams have approached similar challenges.
From Understanding to Action: The Next Step in Complaint Management AI
Explore how Complyr connects fast AI decisions to configurable complaint workflows, using probabilities, human review and audit trails to move cases forward.
How to choose complaint case management software
Cut through feature overload and choose complaint case management software that fits your team, your workflow and your regulatory needs.
Build a business case for complaint management software
Learn how to build a stronger business case for complaint management software using data, risk, customer impact, and ROI that leadership teams will take seriously.
What is complaint management software?
Learn what complaint management software is, how it helps regulated teams manage complaints, and why structured workflows improve oversight and outcomes.
A practical guide for complaint case handlers. Dealing with vulnerable customers
A practical guide for complaint case handlers managing vulnerable customer complaints, with FCA aligned frameworks, conversation tools, and real case examples.
The 5 Cs of complaint handling. A practical framework for consistent complaint management
Learn how to apply the 5 Cs complaint handling framework to improve consistency, reduce escalation, and meet regulatory expectations.
Why apologising to customers matters in complaint handling
Why a sincere apology changes complaint outcomes, rebuilds trust, and reduces repeat escalation in regulated environments.
Prepare your complaint team for FCA COM001 reporting from January 2027. Map case fields, record vulnerability and test your first month’s complaint data.
How Complyr connects AI assessments to controlled complaint workflows, with human oversight and audit trails that make automated decisions easier to review.
Explore how Complyr connects fast AI decisions to configurable complaint workflows, using probabilities, human review and audit trails to move cases forward.
Learn what you can redact from a subject access request (SAR/DSAR), when exemptions apply and how to avoid common redaction mistakes.
Before sending a complaint final response, use these seven checks to confirm the investigation, reasoning, redress, wording and FOS information are clear and complete.
We assess the FCA’s 2025/26 complaint report against the complaint-handling, root cause analysis and customer outcome expectations it sets for regulated firms.
FCA motor finance redress scheme: 16–26 February 2027 hearing confirmed. What lenders and complaint teams must do during the partial suspension.
Learn how to write clear Summary Resolution Communications, record three-day complaints, confirm customer acceptance and reduce avoidable FOS escalation.
Learn how to use the Fishbone Diagram and 5 Whys to investigate complaints, uncover root causes, and improve outcomes in regulated complaint handling.
Consumer Credit Act reform could affect regulated complaint handling, customer understanding and complaint evidence. Here’s what financial services complaint teams should watch.
