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.
Why FCA guidance and Financial Ombudsman Service decisions create uncertainty for complaint teams, and how redress reforms are reshaping rule-interpretation and escalation risk.
Burnout in complaint handling is rising. Learn practical ways to lower stress, protect DISP timelines, improve decisions, and retain skilled case handlers.
The £200m Mastercard class action settlement reveals critical lessons about collective redress, litigation funding, and the operational limits of legacy systems in managing mass claims. Here's what leaders need to know.
Busy does not mean better. Learn how coordination and a complaint management system cut wasted time on work about work and speed up fair complaint outcomes.
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.
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.