Step 02 / Explore the pack

See every complaint timed and every cause analysed.

A visual view of the Payments and e-money edition before you open Excel. Choose a tab to explore the illustrative worked example.

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Payments and e-money

Complaints MI and DISP board report · illustrative example firm: Larkfield Payments Ltd

Change edition
40
Complaints logged

Over four quarters

03
Still open

At the as-at date

01
Late or overdue

Flagged

04
Referred to the FOS

In the year

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

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

  • Process or procedure failure4 upheld or partly upheld, £820 redress8
  • Customer circumstances or misunderstanding0 upheld or partly upheld, £50 redress8
  • System or IT failure6 upheld or partly upheld, £1,425 redress6
  • Product design or terms5 upheld or partly upheld, £1,105 redress5
  • Staff training or competence3 upheld or partly upheld, £405 redress3

Open complaints

  • C038 · Direct debitsFinal response due 11 Sep 2026Overdue
  • C039 · Pre-paid cards and e-money paymentsFinal response due 12 Nov 2026Within time
  • C040 · Debit cards and cash cardsFinal response due 23 Nov 2026Within time
See the actual workbook · real Excel sheets, rendered from the example file
Payments and e-money: One-page board summary of complaints (illustrative example)Board summary · opens full sizePayments and e-money: Complaints log with business-day deadlines and status (illustrative example)Complaints log · opens full sizePayments and e-money: Quarterly complaints MI dashboard (illustrative example)MI dashboard · opens full sizePayments and e-money: 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 Payments and e-money edition

Authorised payment institutions, small payment institutions, e-money institutions and account information service providers, and banks that provide payment services. A complaint about payment services or e-money rights is a PSD or EMD complaint. It needs a final response within 15 business days, or in exceptional circumstances a holding response in that time and a final response within 35 business days. Other complaints keep the eight-week limit. The annual payments and e-money report under DISP 1.10B has its own format and no publication threshold.

For a PSD or EMD complaint the response clock counts business days, and the Handbook defines a business day here as a day on which the payment service provider is open for business as required for the execution of a payment transaction. The workbook treats weekends and the days on its Bank holidays sheet as non-business days. Edit that sheet if your firm is open on other days or closed on others.

A final response sent under the 15 or 35 business day limits must be on paper or, if agreed with the complainant, on another durable medium (DISP 1.6.2AR).

The annual report under DISP 1.10B covers complaints from payment service users who are not eligible complainants as well as those who are (DISP 1.10B.2G). Check the scope of your own log before you rely on the counts.

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.