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.
Thursday, October 29, 2026
Sue Simpson
FCA COM001 complaints reporting: preparing your team for January 2027
Prepare your complaint team for FCA COM001 reporting from January 2027. Map case fields, record vulnerability and test your first month’s complaint data.
Friday, August 28, 2026
Ruby Knight
7 checks to complete before sending a complaint final response
Before sending a complaint final response, use these seven checks to confirm the investigation, reasoning, redress, wording and FOS information are clear and complete.
Thursday, July 16, 2026
Sue Simpson
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.
Friday, July 3, 2026
Harry Mansfield
FCA motor finance redress scheme partially suspended: what firms and complaint teams need to do now
FCA motor finance redress scheme: 16–26 February 2027 hearing confirmed. What lenders and complaint teams must do during the partial suspension.
Thursday, May 21, 2026
Harry Mansfield
Consumer Credit Act reform and regulated complaint handling
Consumer Credit Act reform could affect regulated complaint handling, customer understanding and complaint evidence. Here’s what financial services complaint teams should watch.
Tuesday, February 17, 2026
Ruby Knight
Complaint handling KPIs for regulated firms: what to track and how to evidence them
Track the complaint handling KPIs FCA-regulated firms must monitor under DISP and Consumer Duty. Practical metrics, examples, and reporting guidance.
Monday, January 5, 2026
Harry Mansfield
FOS interest rate changes in 2026: why timing matters in complaint handling
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.
Wednesday, December 31, 2025
Carlos Sanchez
FCA response to the Which? super-complaint: implications for insurers and regulated firms
What the FCA response to the Which? insurance super complaint means for insurers, claims handling controls, and complaint oversight expectations.
Monday, December 22, 2025
Emma Scott
Why FCA PS25/19 marks a turning point for complaint MI and what firms need to do next
What FCA PS25/19 means for complaint MI, vulnerability reporting and legal entity oversight, with practical preparation covered in our COM001 guide.
Thursday, November 27, 2025
Stevie Whitmore
Decoding FCA and FOS guidelines in complaint outcomes
How FCA rules, guidance, and FOS decisions shape complaint outcomes, escalation risk, and defensibility in regulated case handling.
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