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.
Wednesday, November 12, 2025
Mia Ratcliffe
Why FCA rule interpretation matters in complaint handling
Rule interpretation drives inconsistent outcomes. How FCA guidance and FOS decisions affect complaint decisions and escalation exposure.
Friday, October 17, 2025
Emma Scott
Why Merricks v Mastercard is a landmark judgment for funders
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.
Tuesday, September 23, 2025
Harry Mansfield
Which? files a super complaint on home and travel insurance
What the Which? home and travel insurance super complaint alleges, what the FCA must review, and what complaint leaders should watch next.
Friday, September 5, 2025
Emma Scott
UK redress system reforms: What regulated firms need to know
A practical breakdown of FCA, FOS, and Treasury redress reforms, including time limits, interest changes, and complaint handling impact.
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.
Monday, August 4, 2025
Emma Scott
Supreme Court motor finance ruling on discretionary commission
What the Supreme Court motor finance ruling means for redress, FCA action, and complaint exposure under Section 140A.
Tuesday, July 8, 2025
Marcel Lattanzio
FCA AI and complaint handling: Why complaints are the real test of trustworthy AI
What the FCA AI Sprint signals for complaint handling, explainability, and safe AI use in regulated decision support.
Tuesday, June 24, 2025
Ruby Knight
Consumer Duty at two years: FCA digital journeys and complaints
Poor digital journeys create complaint risk. How complaint data reveals friction and supports Consumer Duty evidence.
Saturday, June 7, 2025
Emma Scott
FCA outlines potential redress scheme for motor finance complaints
What the proposed FCA motor finance redress scheme could involve and what complaint teams should prepare for now.
Thursday, April 10, 2025
Emma Scott
Discretion, duty, and disclosure. Inside the UK Supreme Court's landmark discretionary commission appeals
What the Supreme Court discretionary commission ruling changes for motor finance, fiduciary duty, and complaint exposure.
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