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, July 8, 2025
Marcel Lattanzio
FCA AI and complaint handling: Why complaints are the real test of trustworthy AI
What the FCA AI Sprint signals for complaint handling, explainability, and safe AI use in regulated decision support.
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.
Saturday, June 7, 2025
Emma Scott
FCA outlines potential redress scheme for motor finance complaints
What the proposed FCA motor finance redress scheme could involve and what complaint teams should prepare for now.
Wednesday, May 28, 2025
Marcel Lattanzio
Building the right features for complaint teams
Go behind the scenes with Complyr’s product team to see how we build features for real complaint teams, based on lived experience and real workflows.
Friday, May 9, 2025
Carlos Sanchez
What really goes on in the world of complaints
Clunky tools, missed lunches, and rising complaint volumes. This is what case handlers face daily, and what happens when the systems can't keep up.
Thursday, April 10, 2025
Emma Scott
Discretion, duty, and disclosure. Inside the UK Supreme Court's landmark discretionary commission appeals
What the Supreme Court discretionary commission ruling changes for motor finance, fiduciary duty, and complaint exposure.
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