Clarity + Direction
Practical guides and updates on complaint handling, regulatory change, and case law, written by professionals with 20+ years' first-hand experience in regulated industries.
Here you'll find straightforward answers to common challenges complaint teams face every day. Whether it's navigating complex processes or using new tools, our goal is to equip you with practical guidance that saves time, reduces stress, and helps you deliver consistent and compliant outcomes, all while providing exceptional service.
Learn how to apply the 5 Cs of complaint handling in practice. A clear framework to improve outcomes, reduce escalation, and meet regulatory expectations.
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.
Find out why saying sorry makes a difference in complaint handling. A sincere apology rebuilds trust, reduces churn, and turns complaints into loyalty.
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.
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.
FOS insurance complaint trends: Uphold rates, claims handling and risk
Analyse long-term FOS insurance complaint data to understand upheld rates, claims handling pressure points and what trends reveal about complaint risk, governance and Consumer Duty.
Build a business case for complaint management software
Understand the data, language, and return on investment needed to convince senior leadership to invest in complaint management software.
How to choose complaint case management software
Struggling to choose the right complaint case management software for a regulated team? Cut through the noise, avoid feature overload, and find a system that actually works.
What is complaint case management software?
Complaint case management software helps regulated teams manage complaints end to end, improving outcomes, compliance, and oversight.
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 framework for consistent complaint management
Learn how to apply the 5 Cs of complaint handling in practice. A clear framework to improve outcomes, reduce escalation, and meet regulatory expectations.
Why apologising to customers matters in complaint handling
Find out why saying sorry makes a difference in complaint handling. A sincere apology rebuilds trust, reduces churn, and turns complaints into loyalty.
