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.
Analyse long-term FOS insurance complaint data to understand upheld rates, claims handling pressure points and what trends reveal about complaint risk, governance and Consumer Duty.
The FCA has expanded its work following the Which? insurance super-complaint. What the response means for insurers, claims handling, and complaint oversight.
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.
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.
Complaint handling leaders: discover how to embed vulnerability frameworks, track MI, and prove fair outcomes under the FCA’s Consumer Duty with system-level controls.
FOS insurance complaint trends: Uphold rates, claims handling and risk
Analyse long-term FOS insurance complaint data to understand upheld rates, claims handling pressure points and what trends reveal about complaint risk, governance and Consumer Duty.
Build a business case for complaint management software
Understand the data, language, and return on investment needed to convince senior leadership to invest in complaint management software.
How to choose complaint case management software
Struggling to choose the right complaint case management software for a regulated team? Cut through the noise, avoid feature overload, and find a system that actually works.
What is complaint case management software?
Complaint case management software helps regulated teams manage complaints end to end, improving outcomes, 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.
The 5 Cs of complaint handling. A framework for consistent complaint management
Learn how to apply the 5 Cs of complaint handling in practice. A clear framework to improve outcomes, reduce escalation, and meet regulatory expectations.
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.