Wednesday, September 10, 2025
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.
Michael Gorner
Clarity + Direction
Complaint management guides and insights
For financial services complaint handling, there’s guidance covering regulatory updates, including FCA requirements, Financial Ombudsman Service (FOS) decisions and Consumer Duty. For non-regulated industries, find practical advice on investigating complaints, responding to customers and improving products and services.
Find practical advice for handling complaints and leading the teams behind them. Explore investigation techniques, customer communication, team coaching and complaint reporting to help you improve day-to-day operations and tackle recurring problems.
Featured Blogs
Tuesday, September 2, 2025
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.
Sue Simpson
Friday, August 29, 2025
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.
Michael Gorner
Friday, August 22, 2025
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.
Mia Ratcliffe
Wednesday, August 13, 2025
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.
Sue Simpson
Thursday, July 31, 2025
Why apologising to customers matters in complaint handling
Why a sincere apology changes complaint outcomes, rebuilds trust, and reduces repeat escalation in regulated environments.
Harry Mansfield
Friday, August 28, 2026
Ruby Knight
7 checks to complete before sending a complaint final response
Before sending a complaint final response, use these seven checks to confirm the investigation, reasoning, redress, wording and FOS information are clear and complete.
Thursday, July 16, 2026
Sue Simpson
Would the FCA’s own complaint report meet the expectations it sets for regulated firms?
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.
Friday, July 3, 2026
Harry Mansfield
FCA motor finance redress scheme partially suspended: what firms and complaint teams need to do now
The FCA motor finance redress scheme is partially suspended. Learn what lenders and complaint teams must continue doing while legal challenges proceed.
Tuesday, June 23, 2026
Mia Ratcliffe
How to write a Summary Resolution Communication without making the customer feel brushed off
Learn how to write clear Summary Resolution Communications, record three-day complaints, confirm customer acceptance and reduce avoidable FOS escalation.
Thursday, June 4, 2026
Stevie Whitmore
Why did this complaint occur? Using the Fishbone Diagram and 5 Whys to strengthen complaint handling
Learn how to use the Fishbone Diagram and 5 Whys to investigate complaints, uncover root causes, and improve outcomes in regulated complaint handling.
Thursday, May 21, 2026
Harry Mansfield
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.
Tuesday, May 12, 2026
Michael Gorner
Spreadsheet reporting blind spots in complaint handling: why manual complaint MI arrives too late
Manual complaint MI can look controlled while hiding delays, data gaps and weak oversight. Why spreadsheet reporting leaves leaders reacting too late.
Thursday, May 7, 2026
Emma Scott
Why PS25/19 marks a turning point for complaint MI and what firms need to do next
PS25/19 changes how complaint MI is viewed. Why reporting alone is not enough and what stronger oversight now looks like in practice.
Friday, March 27, 2026
Ruby Knight
Helping leaders embed vulnerability into regulated complaint handling
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.
Friday, March 13, 2026
Carlos Sanchez
Why customer understanding and complaint handling are more connected than firms think
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.