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.

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Friday, August 28, 2026
Blog author
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.

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Friday, July 3, 2026
Blog author
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.

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Tuesday, June 23, 2026
Blog author
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.

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Thursday, June 4, 2026
Blog author
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.

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Thursday, February 5, 2026
Blog author
Mia Ratcliffe

The difference between managing complaints and resolving them well

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.

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Monday, November 3, 2025
Blog author
Sue Simpson

Burnout in complaints teams: how to improve outcomes without losing staff

Burnout is rising across complaint teams. Practical ways to reduce pressure, protect timelines, and improve outcomes without losing skilled staff.

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Wednesday, September 10, 2025
Blog author
Michael Gorner

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.

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Friday, August 22, 2025
Blog author
Mia Ratcliffe

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.

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Wednesday, August 13, 2025
Blog author
Sue Simpson

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.

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Thursday, July 31, 2025
Blog author
Harry Mansfield

Why apologising to customers matters in complaint handling

Why a sincere apology changes complaint outcomes, rebuilds trust, and reduces repeat escalation in regulated environments.

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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.

Blog author
Michael Gorner