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.

All blogs Complaint Management Case management software Case Studies

Tuesday, May 12, 2026

Michael Gorner

Spreadsheet reporting blind spots in complaint handling: why manual complaint MI arrives too late

Manual complaint MI can look controlled while hiding delays, data gaps and weak oversight. Why spreadsheet reporting leaves leaders reacting too late.

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.

Wednesday, September 10, 2025

Michael Gorner

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.

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.

Friday, August 29, 2025

Michael Gorner

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.

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.

A image of the Titan god Coeus in a thoughtful poise

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

People Sitting Around a Table To Listen and Discuss the Benefits of Complaint Case Management Software

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

An Graphic Image of a Person Sitting on The End of a Question Mark.

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

A graphic showing individual figures in miniture glass bottles. Text reads 'Anyone can be vulnerable-recognise the signs'.

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.