Clarity + Direction
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.
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.
Learn how to use the Fishbone Diagram and 5 Whys to investigate complaints, uncover root causes, and improve outcomes in regulated complaint handling.
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’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.
How FCA rules, guidance, and FOS decisions shape complaint outcomes, escalation risk, and defensibility in regulated case handling.
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.
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.