Clarity + Direction
Everything you need to run a strong complaints function. Plain English explainers, step-by-step guides, and tools that make everyday work easier for handlers, managers, and senior leaders. Written by people who have run regulated teams for 20+ years.
Consumer Credit Act reform and 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.
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.
Consumer Credit Act reform could affect regulated complaint handling, customer understanding and complaint evidence. Here’s what financial services complaint teams should watch.
Manual complaint MI can look controlled while hiding delays, data gaps and weak oversight. Why spreadsheet reporting leaves leaders reacting too late.
PS25/19 changes how complaint MI is viewed. Why reporting alone is not enough and what stronger oversight now looks like in practice.
The FCA motor finance redress scheme is confirmed. Read what it covers, what firms and complaint teams need to do, and why execution risk now matters.
A guide for complaint handling leaders on embedding vulnerability frameworks, tracking management information, and proving fair outcomes under the FCA’s Consumer Duty through system-level controls.
The FCA’s latest consumer understanding paper shows how poor communication, weak processes, and missed support needs can turn into complaints, repeat contact, and avoidable risk.
Track the complaint handling KPIs FCA-regulated firms must monitor under DISP and Consumer Duty. Practical metrics, examples, and reporting guidance.
Complaint resolution is not just about process. Learn the difference between managing complaints and resolving them well, with FCA-aligned best practice, evidence standards, and real FOS case insight for regulated firms.
Analyse long-term FOS insurance complaint data to understand uphold rates, claims pressure, and where complaint risk is increasing under Consumer Duty.
From 1 January 2026, FOS interest on compensation generally tracks the Bank of England base rate plus 1%. What this means for complaint handling delays, compensation cost, and escalation risk.