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

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-insurance-mortgage-workbook-worked-example.xlsxIllustrative example

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

  • Communication or disclosure5 upheld or partly upheld, £1,395 redress14
  • Process or procedure failure3 upheld or partly upheld, £1,045 redress8
  • Customer circumstances or misunderstanding0 upheld or partly upheld, £0 redress6
  • Staff training or competence4 upheld or partly upheld, £1,625 redress4
  • System or IT failure2 upheld or partly upheld, £580 redress2

Open complaints

  • C038 · Mortgage adviceFinal response due 30 Oct 2026Within time
  • C039 · Other insurance or mortgage productFinal response due 10 Nov 2026Within time
  • C040 · Mortgage adviceFinal response due 16 Nov 2026Within time
See the actual workbook · real Excel sheets, rendered from the example file
Insurance and mortgage: One-page board summary of complaints (illustrative example)Board summary · opens full sizeInsurance and mortgage: Complaints log with business-day deadlines and status (illustrative example)Complaints log · opens full sizeInsurance and mortgage: Quarterly complaints MI dashboard (illustrative example)MI dashboard · opens full sizeInsurance and mortgage: 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 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.