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.
PS25/19 changes how complaint MI is viewed. Why reporting alone is not enough and what stronger oversight now looks like in practice.
How FCA rules, guidance, and FOS decisions shape complaint outcomes, escalation risk, and defensibility in regulated case handling.
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.
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.