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
- 40
- Complaints logged
- 03
- Still open
- 01
- Late or overdue
- 04
- Referred to the FOS
Over four quarters
At the as-at date
Flagged
In the year
Four quarters of the invented firm's complaints, from the MI dashboard sheet.
| Measure | Q11 Oct 2025 | Q21 Jan 2026 | Q31 Apr 2026 | Q41 Jul 2026 |
|---|---|---|---|---|
| Received | 10 | 10 | 10 | 10 |
| Closed | 8 | 10 | 10 | 9 |
| Closed within 3 business days | 1 | 4 | 2 | 1 |
| Closed late | 0 | 0 | 0 | 0 |
| Open at quarter end | 2 | 2 | 2 | 3 |
| Upheld or partly upheld | 4 | 7 | 7 | 5 |
| Redress paid | £865 | £1,585 | £1,910 | £705 |
| Referred to the FOS | 1 | 1 | 0 | 2 |
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 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.