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.
An expert guide to decoding how FCA rules, guidance, and Financial Ombudsman Service decisions shape complaint outcomes, escalation risk, and regulatory confidence.
Why FCA guidance and Financial Ombudsman Service decisions create uncertainty for complaint teams, and how redress reforms are reshaping rule-interpretation and escalation risk.
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.
Which? the consumer watchdog has filed a super complaint to the FCA on home and travel insurance. Facts on the allegations, FCA context, claims acceptance data, and the 90 day response timeline.
Understand the data, language, and return of investment strategy you need to convince your C-level leadership to invest in better complaint software.
Build a business case for complaint management software
Understand the data, language, and return of investment strategy you need to convince your C-level leadership to invest in better complaint software.
How to choose complaint case management software
Struggling to choose the right complaint case management software? Cut through the noise, avoid feature overload, and find a system that actually works for your team.
What is complaint case management software?
Complaint management software helps regulated teams capture, resolve, and learn from complaints — improving service, 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.
Consumer Duty at two years: FCA digital journeys and complaints
Two years after Consumer Duty, the FCA is spotlighting digital customer journeys. Poor design fuels complaints. Here’s how complaint teams can use insights to drive compliance and better outcomes.
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.
FCA AI Sprint 2025: Why complaint handling is the test for trustworthy AI
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.
