Step 02 / Explore the pack

See the outcomes. Know what to ask.

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

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Payments and e-money

Consumer Duty board report pack · illustrative example firm: Brindlemoor Pay Limited

Change firm type
01
Areas rated Red

After the board's judgement

04
Areas rated Amber

Of six areas

35 of 35
Measures rated

Every measure has a result

6
Actions in the log

5 agreed by the board

consumer-duty-board-report-payments-mi-workbook-worked-example.xlsxIllustrative data

Board position

1 of 6 areas Red

  • Products and services

    PRIN 2A.3 · 6 measures

    Amber

    4 Green · 2 Amber · 0 Red

    Not Green: Product reviews that considered customers with characteristics of vulnerability; Agents and distributors reviewed for target-market fit this year.

  • Price and value

    PRIN 2A.4 · 6 measures

    Amber

    5 Green · 1 Amber · 0 Red

    Cost of card replacement is the one value concern. Everything else sits inside threshold.

  • Consumer understanding

    PRIN 2A.5 · 6 measures

    Amber

    4 Green · 2 Amber · 0 Red

    Not Green: Customers who understood the key points; Accessible-format requests met within target.

  • Consumer support

    PRIN 2A.6 · 8 measures

    Red

    6 Green · 1 Amber · 1 Red

    Fraud claim resolution is the weakest result and the main focus of the actions.

  • Cross-cutting rules

    PRIN 2A.2 · 5 measures

    Amber

    5 Green · 0 Amber · 0 Red · Board judgement: Amber (calculated Green)

    The metrics look fine, but we have not yet cut outcomes by customer group for sole traders, so the board is rating this Amber until that is done.

  • Governance and monitoring

    PRIN 2A.8 and 2A.9 · 4 measures

    Green

    4 Green · 0 Amber · 0 Red

    Every measure is within its green threshold.

See the actual workbook · real Excel sheets, rendered from the example file
Payments and e-money: Ratings dashboard for the four outcomes, the cross-cutting rules and governance (illustrative example)Outcomes dashboard · opens full sizePayments and e-money: MI library with thresholds, results and ratings (illustrative example)MI library · opens full sizePayments and e-money: Board challenge questions with answers recorded (illustrative example)Board challenge · opens full sizePayments and e-money: Action log with owners, dates and board agreement (illustrative example)Action log · opens full size

Built from the same data and formulas as the worked-example workbook, for an invented firm. All figures and thresholds are illustrative, not benchmarks.

About the Payments and e-money edition

E-money institutions, authorised and small payment institutions and registered account information service providers with retail customers. PRIN applies to these firms (PRIN 3.1.1AR) and the Duty covers payment services and issuing e-money (PRIN 2A.1.7R). It applies to your retail market business, so a firm that serves only businesses may have little or none. Check your own position before relying on this pack.

The FCA does not set a template for the board report. This pack is a practical structure built on the rules in PRIN 2A.8 and 2A.9. Read the Consumer Duty outcomes monitoring guide and the board pack explainer, or try the Consumer Duty outcomes checker.