Step 02 / Explore the pack

See every complaint timed and every cause analysed.

A visual view of the Consumer credit edition before you open Excel. Choose a tab to explore the illustrative worked example.

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Consumer credit

Complaints MI and DISP board report · illustrative example firm: Brightwater Finance Ltd

Change edition
40
Complaints logged

Over four quarters

03
Still open

At the as-at date

02
Late or overdue

Flagged

04
Referred to the FOS

In the year

complaints-disp-board-report-consumer-credit-workbook-worked-example.xlsxIllustrative example

Root causes of closed complaints, and complaints still open at the as-at date.

  • Process or procedure failure1 upheld or partly upheld, £420 redress8
  • Customer circumstances or misunderstanding0 upheld or partly upheld, £0 redress8
  • System or IT failure5 upheld or partly upheld, £970 redress5
  • Communication or disclosure2 upheld or partly upheld, £235 redress5
  • Third-party or outsourced provider4 upheld or partly upheld, £520 redress4

Open complaints

  • C038 · Hire purchase and conditional saleFinal response due 28 Oct 2026Within time
  • C039 · Credit cardsFinal response due 9 Nov 2026Within time
  • C040 · Hire purchase and conditional saleFinal response due 23 Nov 2026Within time
See the actual workbook · real Excel sheets, rendered from the example file
Consumer credit: One-page board summary of complaints (illustrative example)Board summary · opens full sizeConsumer credit: Complaints log with business-day deadlines and status (illustrative example)Complaints log · opens full sizeConsumer credit: Quarterly complaints MI dashboard (illustrative example)MI dashboard · opens full sizeConsumer credit: Counts by product for the FCA complaints return (illustrative example)Return helper · opens full size

Built from the same data and formulas as the worked-example workbook, for an invented firm. Every name and date is invented.

About the Consumer credit edition

Lenders, credit brokers, debt collectors and other consumer credit firms. The eight-week final response limit applies. Whether you report half-yearly or once a year depends on your permissions and revenue: a firm with only credit-related permissions and revenue of £5,000,000 a year or less reports once a year (DISP 1.10.1R(2)). Firms with only a limited permission report differently. Some motor finance commission complaints have modified time limits under DISP App 5, which this workbook does not calculate.

Choose the annual return basis only if you are sure DISP 1.10.1R(2) applies to you. The publication threshold for that basis is 1000 complaints (DISP 1.10A.1R(1A)).

A firm with only a limited permission does not file the full complaints return; it reports complaint numbers under SUP 16.12 (see DISP 1.10.1-AG). Use this workbook for your own management information in that case.

Where DISP App 5 applies to a complaint, choose the motor finance timeline. The row then reads Not assessed and the deadline is left blank, so you must work out the dates from the Handbook.

The FCA does not set a template for a complaints log or a board report. This pack is a practical structure built on DISP 1 and PRIN 2A. See the complaints handling guide and the DISP complaints tool. Cryptoasset businesses registered only under the Money Laundering Regulations are not covered: see the picker page for why.