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.
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, August 22, 2025
Mia Ratcliffe
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.
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