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.
Rule interpretation drives inconsistent outcomes. How FCA guidance and FOS decisions affect complaint decisions and escalation exposure.
The £200m Mastercard class action settlement The Mastercard class action settlement highlights risks in mass claims, redress complexity, and the limits of legacy complaint systems.
A practical breakdown of FCA, FOS, and Treasury redress reforms, including time limits, interest changes, and complaint handling impact.
What the Supreme Court motor finance ruling means for redress, FCA action, and complaint exposure under Section 140A.
What the FCA AI Sprint signals for complaint handling, explainability, and safe AI use in regulated decision support.
What the proposed FCA motor finance redress scheme could involve and what complaint teams should prepare for now.
What the Supreme Court discretionary commission ruling changes for motor finance, fiduciary duty, and complaint exposure.
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.
