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
- 40
- Complaints logged
- 03
- Still open
- 02
- Late or overdue
- 04
- Referred to the FOS
Over four quarters
At the as-at date
Flagged
In the year
Four quarters of the invented firm's complaints, from the MI dashboard sheet.
| Measure | Q11 Oct 2025 | Q21 Jan 2026 | Q31 Apr 2026 | Q41 Jul 2026 |
|---|---|---|---|---|
| Received | 10 | 10 | 10 | 10 |
| Closed | 8 | 9 | 10 | 10 |
| Closed within 3 business days | 4 | 1 | 3 | 1 |
| Closed late | 0 | 2 | 0 | 0 |
| Open at quarter end | 2 | 3 | 3 | 3 |
| Upheld or partly upheld | 4 | 1 | 7 | 7 |
| Redress paid | £1,010 | £200 | £880 | £1,390 |
| Referred to the FOS | 1 | 1 | 0 | 2 |
See the actual workbook · real Excel sheets, rendered from the example file
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.