Ready to log your complaints?

Enter your details to download the workbook, Word board report and letters, worked examples and user guide.

Your selected edition

Payments and e-money

Payment and e-money firms

You'll receive

01 — Complaints workbook (Excel)12 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.

Back to the worked example