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.
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.
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.
Supreme Court motor finance ruling - What Section 140A of the Consumer Credit Act means for complaints and the FCA Redress Scheme
The Supreme Court’s motor finance ruling under Section 140A of the Consumer Credit Act triggers FCA plans for a £9–18bn industry-wide redress scheme.
How to choose complaint case management software
Struggling to choose the right complaint case management software? Cut through the noise, avoid feature overload, and find a system that actually works for your team.
The 5 Cs of complaint handling. A framework for consistent complaint management
Discover the 5 Cs of complaint handling: Capture, Categorise, Communicate, Correct, and Close. A practical framework to build consistency, reduce risk, and improve outcomes across your business.
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.