Blog
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When Complaints Spike: Holding Responses That Stay Honest
A surge-proof holding response playbook: acknowledgement, predictable updates, and decision templates that keep customers informed without guessing timelines.
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FCA complaint reporting is changing — here’s what small UK businesses can copy to reduce escalation
The FCA’s updated complaints reporting rules focus on clearer categorisation, consistent definitions, and better records. Small UK businesses can borrow the same discipline to acknowledge promptly, set expectations, and reduce unnecessary back-and-forth.
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Consumer Duty complaints emails: a practical acknowledgement & next-steps flow (with less escalation)
Turn the FCA’s Consumer Duty good practice into a calm, compliant complaint-acknowledgement and next-steps email flow: clear ownership, clear timelines, sensible evidence requests, and support for customers in vulnerable circumstances.
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Email SLAs are a promise (not just a metric)
Email SLAs are a promise about what happens next. A measured guide to setting response-time expectations without overcommitting, and reducing escalation risk when customers are already tense.
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What Not to Say in a Public Google Review Reply
Learn how to avoid the common wording mistakes that damage trust when responding to negative reviews and how to protect your reputation with professional, calm replies.
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How to De-escalate a Customer Complaint Before It Gets Worse
Learn how to spot early warning signs of an escalating customer complaint and use proven de-escalation techniques to protect your reputation and reduce stress.
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Send Safer Emails with Reply Check
A guide to the new Reply Check feature, designed to scan your drafts for hidden risks, tone issues, and accidental promises before you send them.
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What Not to Say When a Customer Demands a Refund
Avoid common mistakes that escalate refund disputes. Learn how to maintain firm boundaries while staying professional and calm.
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How to Respond to a Customer Complaint Without Admitting Fault
Learn how to acknowledge customer frustrations professionally and safely without accepting legal liability or making unplanned commitments.
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How RightReply Works: Your Quiet Partner in Professional Communication
An easy-to-follow guide explaining how RightReply helps small business owners draft professional, calm, and safe responses to customers.
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How to Reply to a 1-Star Google Review Without Sounding Defensive
A guide for small business owners on writing professional public replies to negative reviews that protect your reputation and keep your cool.
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How to Respond to an Angry Customer Email
Practical advice for small business owners on handling emotionally charged emails calmly and professionally without escalating the conflict.