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.
Tuesday, June 23, 2026
Mia Ratcliffe
How to write a Summary Resolution Communication without making the customer feel brushed off
Learn how to write clear Summary Resolution Communications, record three-day complaints, confirm customer acceptance and reduce avoidable FOS escalation.
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.
Friday, March 27, 2026
Ruby Knight
Helping leaders embed vulnerability into regulated complaint handling
A guide for complaint handling leaders on embedding vulnerability frameworks, tracking management information, and proving fair outcomes under the FCA’s Consumer Duty through system-level controls.
Friday, March 13, 2026
Carlos Sanchez
Why customer understanding and complaint handling are more connected than firms think
The FCA’s latest consumer understanding paper shows how poor communication, weak processes, and missed support needs can turn into complaints, repeat contact, and avoidable risk.
Friday, January 23, 2026
Sue Simpson
FOS insurance complaint trends: Uphold rates, claims handling and risk
Analyse long-term FOS insurance complaint data to understand uphold rates, claims pressure, and where complaint risk is increasing under Consumer Duty.
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.
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.
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.
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