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.
- Choose sector
- Preview
- Download
Payments and e-money
Consumer Duty board report pack · illustrative example firm: Brindlemoor Pay Limited
- 01
- Areas rated Red
- 04
- Areas rated Amber
- 35 of 35
- Measures rated
- 6
- Actions in the log
After the board's judgement
Of six areas
Every measure has a result
5 agreed by the board
Action log
6 actions, 5 agreed by the board, 2 high priority not complete.
- A01SupportHigh priority · In progress · Head of Operations
Triage fraud and dispute claims on day one and send a provisional update to the customer by day three.
- A02SupportMedium priority · In progress · Head of Customer Support
Add overflow staffing for peak hours and set an alert when answer times slip.
- A03ProductsMedium priority · Not started · Compliance Manager
Complete the two outstanding agent target-market reviews.
- A04UnderstandingMedium priority · In progress · Head of Product
Test the shorter daily limit explanation with 100 customers.
- A05ValueLow priority · Not started · Chief Financial Officer
Review the card replacement charge and report back to the board.
- A06Cross-cuttingHigh priority · Not started · Head of Data
Cut outcomes by customer group for sole traders and report the result.
Board challenge
32 of 32 questions asked and answered. The first five are shown; the workbook holds them all.
Q01Which products have not been reviewed on time, and what has the delay meant for customers?
Products and services past their review date: 0 against green 0 and red 3 (Green).
Q02How do we know we are selling only to the people each product was designed for?
Sales outside the identified target market: 1.2% against green 2% and red 5% (Green).
Q03What did our reviews find for customers with characteristics of vulnerability, and what changed as a result?
Product reviews that considered customers with characteristics of vulnerability: 87.5% against green 95% and red 80% (Amber). Sampled cases where customers with characteristics of vulnerability reached a good outcome: 94% against green 90% and red 75% (Green). Two of the six product reviews did not look at customers with characteristics of vulnerability. The product governance template now has a mandatory section for it.
Q04What did we test before launching or changing a product, and did any test fail?
New products and significant changes tested before launch: 100% against green 100% and red 90% (Green).
Q05Are complaints telling us any product does not meet customers' needs?
Complaints saying the product did not meet their needs: 1.2 against green 2 and red 5 (Green).
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. 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.