Step 02 / Explore the pack

See every complaint timed and every cause analysed.

A visual view of the Investment and wealth edition before you open Excel. Choose a tab to explore the illustrative worked example.

  1. Choose sector
  2. Preview
  3. Download

Investment and wealth

Complaints MI and DISP board report · illustrative example firm: Hollin Wealth Partners Ltd

Change edition
40
Complaints logged

Over four quarters

03
Still open

At the as-at date

04
Late or overdue

Flagged

04
Referred to the FOS

In the year

complaints-disp-board-report-wealth-workbook-worked-example.xlsxIllustrative example

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

  • Communication or disclosure3 upheld or partly upheld, £450 redress10
  • Process or procedure failure4 upheld or partly upheld, £475 redress8
  • Customer circumstances or misunderstanding0 upheld or partly upheld, £0 redress5
  • Staff training or competence4 upheld or partly upheld, £990 redress4
  • Product design or terms4 upheld or partly upheld, £1,100 redress4

Open complaints

  • C038 · Other investment serviceFinal response due 11 Sep 2026Overdue
  • C039 · Platform and custody servicesFinal response due 10 Nov 2026Within time
  • C040 · Funds and ISAsFinal response due 19 Nov 2026Within time
See the actual workbook · real Excel sheets, rendered from the example file
Investment and wealth: One-page board summary of complaints (illustrative example)Board summary · opens full sizeInvestment and wealth: Complaints log with business-day deadlines and status (illustrative example)Complaints log · opens full sizeInvestment and wealth: Quarterly complaints MI dashboard (illustrative example)MI dashboard · opens full sizeInvestment and wealth: 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 Investment and wealth edition

Investment firms, financial advisers, wealth managers, platforms and pension advisers. The eight-week final response limit applies. For a MiFID investment firm, DISP 1.1A applies to MiFID complaints and applies certain other provisions of DISP 1 to them, and it covers complaints from clients who are not eligible complainants as well. The half-yearly complaints return applies, with publication of a complaints data summary if you report 500 or more complaints in a period.

MiFID complaints from clients who are not eligible complainants are outside the eight-week Handbook rules in some respects (DISP 1.1A.6R). Record them here if you want the management information, but check which provisions apply to each client.

A partly upheld complaint counts as upheld in the return, and goodwill payments count as redress (DISP 1.10.3G).

The Financial Ombudsman Service wording in the letters is the wording in DISP 1 Annex 3R for a final response.

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.