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.
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 tracks the Bank of England base rate plus 1%. What timing now means for complaint delays, compensation cost, and escalation risk.
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.
Build a business case for complaint management software
Use ROI, risk, and operational impact data to build a strong business case for complaint case management software and leadership approval.
How to choose complaint case management software
Cut through feature overload and choose complaint case management software that fits your team, your workflow, and regulatory needs.
What is complaint case management software?
What complaint case management software does, how it works, and how regulated teams use it to improve outcomes, oversight, and compliance.
A practical guide for complaint case handlers. Dealing with vulnerable customers
A practical guide to handling complaints from vulnerable customers using FCA-aligned frameworks and real case handling examples.
The 5 Cs of complaint handling. A 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.