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.
We assess the FCA’s 2025/26 complaint report against the complaint-handling, root cause analysis and customer outcome expectations it sets for regulated firms.
The FCA motor finance redress scheme is partially suspended. Learn what lenders and complaint teams must continue doing while legal challenges proceed.
Consumer Credit Act reform could affect regulated complaint handling, customer understanding and complaint evidence. Here’s what financial services complaint teams should watch.
PS25/19 changes how complaint MI is viewed. Why reporting alone is not enough and what stronger oversight now looks like in practice.
Track the complaint handling KPIs FCA-regulated firms must monitor under DISP and Consumer Duty. Practical metrics, examples, and reporting guidance.
From 1 January 2026, FOS interest on compensation generally tracks the Bank of England base rate plus 1%. What this means for complaint handling delays, compensation cost, and escalation risk.
What the FCA response to the Which? insurance super complaint means for insurers, claims handling controls, and complaint oversight expectations.
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.
Would the FCA’s own complaint report meet the expectations it sets for regulated firms?
We assess the FCA’s 2025/26 complaint report against the complaint-handling, root cause analysis and customer outcome expectations it sets for regulated firms.
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.
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.
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.
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.
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.
Why apologising to customers matters in complaint handling
Why a sincere apology changes complaint outcomes, rebuilds trust, and reduces repeat escalation in regulated environments.