Wednesday, September 10, 2025
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.
Michael Gorner
Clarity + Direction
Complaint management guides and insights
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.
Monday, November 3, 2025
Sue Simpson
Burnout in complaints teams: how to improve outcomes without losing staff
Burnout is rising across complaint teams. Practical ways to reduce pressure, protect timelines, and improve outcomes without losing skilled staff.
Thursday, October 2, 2025
Stevie Whitmore
The silent tax: Productivity loss in complaint handling
Busy work hides real cost. How coordination gaps and manual tracking slow complaint teams and what fixes the drag on productivity.
Tuesday, September 2, 2025
Sue Simpson
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.
Wednesday, August 13, 2025
Sue Simpson
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.
Thursday, July 31, 2025
Harry Mansfield
Why apologising to customers matters in complaint handling
Why a sincere apology changes complaint outcomes, rebuilds trust, and reduces repeat escalation in regulated environments.
Wednesday, May 28, 2025
Marcel Lattanzio
Building the right features for complaint teams
Go behind the scenes with Complyr’s product team to see how we build features for real complaint teams, based on lived experience and real workflows.
Friday, May 9, 2025
Carlos Sanchez
What really goes on in the world of complaints
Clunky tools, missed lunches, and rising complaint volumes. This is what case handlers face daily, and what happens when the systems can't keep up.
Featured Blogs
Tuesday, September 2, 2025
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.
Sue Simpson
Friday, August 29, 2025
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.
Michael Gorner
Friday, August 22, 2025
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.
Mia Ratcliffe
Wednesday, August 13, 2025
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.
Sue Simpson
Thursday, July 31, 2025
Why apologising to customers matters in complaint handling
Why a sincere apology changes complaint outcomes, rebuilds trust, and reduces repeat escalation in regulated environments.
Harry Mansfield