Step 02 / Explore the pack
See every complaint timed and every cause analysed.
A visual view of the Insurance and mortgage edition before you open Excel. Choose a tab to explore the illustrative worked example.
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Insurance and mortgage
Complaints MI and DISP board report · illustrative example firm: Kestrel Mortgage and Insurance Brokers 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
Status as at 30 Sep 2026
Complaints closed late: 2
Complaints recorded
40
Open
3
Open and overdue
0
Closed in time
35
Closed late
2
Closed within 3 business days
4
Upheld or partly upheld
16
Redress paid
£5,390
Referred to the FOS
4
Records needing attention: 0. Open: 3. Due soon: 0. Overdue: 0. The board summary never says the firm is compliant. It names what is late, missing or unfinished.
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 Insurance and mortgage edition
Insurance brokers and distributors, mortgage intermediaries and firms that arrange or advise on both. The eight-week final response limit applies. Reporting is half-yearly. Mortgage endowment complaints carry their own Financial Ombudsman Service time limits and wording (DISP 1 Annex 3R, wording 4). Complaints dealt with through Lloyd's complaint procedures can use the timelines under those procedures.
Waiving an excess on an insurance policy counts as redress for the complaints return (DISP 1.10.3G(3)).
Use Annex 3R wording 4 only for a mortgage endowment complaint where you do not consent to waive the time limits in DISP 2.8.7R.
Where a complaint relates to a claim handled by an insurer, you may be able to forward it under DISP 1.7. A complaint forwarded in its entirety is left out of the return (DISP 1.10.1AR), so record it as closed with a note and check the rule.
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.