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Insurance and mortgage

Insurance and mortgage intermediaries

You'll receive

01 — Complaints workbook (Excel)9 product groups, a complaints log, root causes, quarterly MI, a return helper and a board summary
02 — Quarterly board report (Word)A board report template with prompts for volumes, outcomes, root causes, return reporting and decisions.
03 — Response letters (Word)Summary resolution, holding response and final response letters (upheld, partly upheld, rejected) with the FOS wording from DISP 1 Annex 3R.
04 — Worked example workbook (Excel)The same workbook completed for an invented firm with 40 complaints over four quarters.
05 — Worked example board report (Word)The board report completed for the same invented firm.
06 — User guide (PDF)How to use the pack, with every rule explained and sourced.

No account needed. No payment. A practical starting point for your own complaints records, not a substitute for your own judgement or the FCA's return.

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