Strategy + Stories
The complaints management blog
Here, we explore practical insights and use case studies to help teams reduce risk, improve outcomes, and lead with confidence.
What is complaint case management software?
Complaint management software helps regulated teams capture, resolve, and learn from complaints — improving service, compliance, and oversight.
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.
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.
The 5 Cs of complaint handling. A practical framework for better outcomes
Learn how to implement a robust complaint handling process that improves efficiences and productivity, reduces costs, and fosters customer loyalty.
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.
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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.
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.
What is complaint case management software?
Complaint management software helps regulated teams capture, resolve, and learn from complaints — improving service, compliance, and oversight.