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Resources on complaints and dispute resolution

These resources will help you improve complaint handling, strengthen dispute resolution and respond more effectively when vulnerability or unmet need is involved. Explore guidance on complaints management, customer dissatisfaction, fair outcomes, escalation handling, service recovery and vulnerable customer complaint journeys.

Useful for complaints teams, customer service managers, vulnerability leads and compliance professionals looking to improve complaint outcomes, identify vulnerability within complaints and build more consistent, customer-focused resolution processes.

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Free
Poster

12 Signs a Customer May Not Fully Understand Their Pet Cover

When customers don't fully understand what their pet insurance covers, the problems often show up later. A claim is made, something unexpected is not included, or a cost catches them by surprise. That can lead to confusion, complaints and poor outcomes for the customer, as well as conduct and compliance risk for the firm.

This free poster is designed to help pet insurance teams spot the signs that a customer may be unclear on what they are buying. It's an easy resource to use in team huddles, onboarding, refresher training or day-to-day frontline support.

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Guide

Handling Angry Customers Guide for Businesses

Angry customer conversations can put a lot of pressure on frontline teams, especially when emotions are running high. This essential guide gives businesses practical help for handling angry customers in a calmer and more structured way, while still treating people fairly and with empathy. The guide covers common triggers, vulnerable circumstances, de-escalation, internal processes, unacceptable behaviour, team support and how to learn from these conversations to improve service.
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Free
Template

Vulnerable Customer Policy Template

This vulnerable customer policy gives organisations a practical starting point for putting the right principles and support in place so teams can respond more consistently, and customers can access help more easily. Provided in Word format, it is ready to download, tailor to your organisation and adapt to your internal approach.
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Free
Guide

Vulnerability Quick Wins

Small changes can make a real difference to vulnerable customers, especially when teams need ideas they can start using straight away. This guide brings together 24 practical vulnerability quick wins that organisations can implement with little or no cost to improve accessibility, inclusive service and everyday customer support.
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Free
Guide

Vulnerability Drivers Guide

Recognising vulnerability is easier when teams understand what may be driving it. This guide breaks down the four FCA drivers of vulnerability; health, life events, resilience and capability, and helps teams move beyond assumptions and respond in a more informed, human and useful way.
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Free
Template

Unacceptable Behaviour Customer Policy for Businesses

When customer behaviour crosses a line, teams need something clearer than informal guidance. This policy gives businesses a practical template for setting expectations, protecting colleagues and responding to difficult situations in a fair, consistent and workable way. The document is provided in Word format so it can be adapted to your organisation, services and internal procedures.
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Free
Guide

Signposting Resource

A practical signposting resource to help teams support vulnerable customers with relevant helplines, charities, urgent contacts and local support options.
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