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.
Build a business case for complaint management software
Understand the data, language, and return of investment strategy you need to convince your C-level leadership to invest in better complaint software.
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.
FCA outlines potential redress scheme for motor finance complaints
The FCA has published key considerations for a possible redress scheme for motor finance commission complaints. Learn what’s proposed and what firms should prepare for.
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.