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, February 17, 2026
Ruby Knight
Complaint handling KPIs for regulated firms: what to track and how to evidence them
Track the complaint handling KPIs FCA-regulated firms must monitor under DISP and Consumer Duty. Practical metrics, examples, and reporting guidance.
Thursday, February 5, 2026
Mia Ratcliffe
The difference between managing complaints and resolving them well
Complaint resolution is not just about process. Learn the difference between managing complaints and resolving them well, with FCA-aligned best practice, evidence standards, and real FOS case insight for regulated firms.
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.
Monday, January 5, 2026
Harry Mansfield
FOS interest rate changes in 2026: why timing matters in complaint handling
From 1 January 2026, FOS interest on compensation generally tracks the Bank of England base rate plus 1%. What this means for complaint handling delays, compensation cost, and escalation risk.
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.
Monday, December 22, 2025
Emma Scott
Why FCA PS25/19 marks a turning point for complaint MI and what firms need to do next
What FCA PS25/19 means for complaint MI, vulnerability reporting and legal entity oversight, with practical preparation covered in our COM001 guide.
Thursday, November 27, 2025
Stevie Whitmore
Decoding FCA and FOS guidelines in complaint outcomes
How FCA rules, guidance, and FOS decisions shape complaint outcomes, escalation risk, and defensibility in regulated case handling.
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.
Monday, November 3, 2025
Sue Simpson
Burnout in complaints teams: how to improve outcomes without losing staff
Burnout is rising across complaint teams. Practical ways to reduce pressure, protect timelines, and improve outcomes without losing skilled staff.
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.
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