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.
Thursday, October 2, 2025
Stevie Whitmore
The silent tax: Productivity loss in complaint handling
Busy work hides real cost. How coordination gaps and manual tracking slow complaint teams and what fixes the drag on productivity.
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.
Wednesday, September 10, 2025
Michael Gorner
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.
Friday, September 5, 2025
Emma Scott
UK redress system reforms: What regulated firms need to know
A practical breakdown of FCA, FOS, and Treasury redress reforms, including time limits, interest changes, and complaint handling impact.
Tuesday, September 2, 2025
Sue Simpson
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.
Friday, August 29, 2025
Michael Gorner
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.
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.
Wednesday, August 13, 2025
Sue Simpson
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.
Monday, August 4, 2025
Emma Scott
Supreme Court motor finance ruling on discretionary commission
What the Supreme Court motor finance ruling means for redress, FCA action, and complaint exposure under Section 140A.
Thursday, July 31, 2025
Harry Mansfield
Why apologising to customers matters in complaint handling
Why a sincere apology changes complaint outcomes, rebuilds trust, and reduces repeat escalation in regulated environments.
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