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 £200m Mastercard class action settlement reveals critical lessons about collective redress, litigation funding, and the operational limits of legacy systems in managing mass claims. Here's what leaders need to know.
Explore the FCA, FOS and HM Treasury’s 2025 redress reforms. An expert breakdown of complaint time limits, interest calculation reform, and what complaints leaders should do now.
The Supreme Court’s motor finance ruling under Section 140A of the Consumer Credit Act triggers FCA plans for a £9–18bn industry-wide redress scheme.
The FCA’s AI Sprint put trust, fairness, and explainability first. See why complaint handling is the proving ground for AI in finance and how teams can apply it today.
The FCA has published key considerations for a possible redress scheme for motor finance commission complaints. Learn what’s proposed and what firms should prepare for.
FOS insurance complaint trends: Uphold rates, claims handling and risk
Analyse long-term FOS insurance complaint data to understand upheld rates, claims handling pressure points and what trends reveal about complaint risk, governance and Consumer Duty.
Build a business case for complaint management software
Understand the data, language, and return on investment needed to convince senior leadership to invest in complaint management software.
How to choose complaint case management software
Struggling to choose the right complaint case management software for a regulated team? Cut through the noise, avoid feature overload, and find a system that actually works.
What is complaint case management software?
Complaint case management software helps regulated teams manage complaints end to end, improving outcomes, compliance, and oversight.
A practical guide for complaint case handlers. Dealing with vulnerable customers
Learn how to handle complaints from vulnerable customers with confidence. Discover the 4 R’s, TEXAS, BRUCE, and IDEA frameworks, plus a real FOS case study, to ensure fair outcomes and meet FCA Consumer Duty standards.
The 5 Cs of complaint handling. A framework for consistent complaint management
Learn how to apply the 5 Cs of complaint handling in practice. A clear framework to improve outcomes, reduce escalation, and meet regulatory expectations.
Why apologising to customers matters in complaint handling
Find out why saying sorry makes a difference in complaint handling. A sincere apology rebuilds trust, reduces churn, and turns complaints into loyalty.