Clarity + Direction
Complaints & compliance blog for regulated industries
Practical guides and updates on complaint handling, regulatory change, and case law, written by professionals with 20+ years’ first-hand experience in regulated industries.
Consumer Duty at two years: FCA digital journeys and complaints
Two years after Consumer Duty, the FCA is spotlighting digital customer journeys. Poor design fuels complaints. Here’s how complaint teams can use insights to drive compliance and better outcomes.
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.
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.
Use the Fishbone Diagram and 5 Whys to strengthen complaint handling
Learn how to use the Fishbone Diagram and 5 Whys to investigate complaints, uncover root causes, and improve outcomes in regulated complaint handling.
Featured
2025 redress system reforms in financial services
Explore the FCA, FOS and HM Treasury’s 2025 redress reforms. Learn how the changes aim to deliver faster, fairer complaint outcomes for firms and customers.
Consumer Duty at two years: FCA digital journeys and complaints
Two years after Consumer Duty, the FCA is spotlighting digital customer journeys. Poor design fuels complaints. Here’s how complaint teams can use insights to drive compliance and better outcomes.
FCA AI Sprint 2025: Why complaint handling is the test for trustworthy AI
The FCA’s AI Sprint put trust, fairness, and explainability first. See why complaint handling is the proving ground for AI in finance and how teams can apply it today.