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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

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01
Areas rated Red: 04
Areas rated Amber: 35 of 35
Measures rated: 6
Actions in the log

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

Every measure with its thresholds, latest and previous result. Thresholds shown are illustrative: your own workbook leaves them blank for you and your board to set.

Products and services Amber

Measure	Latest	Previous	Green at	Red at	Rating
Products and services past their review date	0	1	0	3	Green↑ Better
Sales outside the identified target market	1.2%	1.2%	2%	5%	Green→ Same
Product reviews that considered customers with characteristics of vulnerabilityTwo 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.	87.5%	91%	95%	80%	Amber↓ Worse
New products and significant changes tested before launch	100%	96%	100%	90%	Green↑ Better
Complaints saying the product did not meet their needs	1.2	1.2	2	5	Green→ Same
Agents and distributors reviewed for target-market fit this yearTwo of the twenty agents have not had a target-market review this year. The reviews are booked.	90%	80%	100%	85%	Amber↑ Better

Products and services past their review dateGreen
Latest
0
Previous
1
Green at
0
Red at
3
Sales outside the identified target marketGreen
Latest
1.2%
Previous
1.2%
Green at
2%
Red at
5%
Product reviews that considered customers with characteristics of vulnerabilityAmber
Latest
87.5%
Previous
91%
Green at
95%
Red at
80%
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.
New products and significant changes tested before launchGreen
Latest
100%
Previous
96%
Green at
100%
Red at
90%
Complaints saying the product did not meet their needsGreen
Latest
1.2
Previous
1.2
Green at
2
Red at
5
Agents and distributors reviewed for target-market fit this yearAmber
Latest
90%
Previous
80%
Green at
100%
Red at
85%
Two of the twenty agents have not had a target-market review this year. The reviews are booked.

Price and value Amber

Measure	Latest	Previous	Green at	Red at	Rating
Products with a value assessment in date	98.8%	94.8%	98%	90%	Green↑ Better
Products judged not to give fair value with action still open	0	1	0	2	Green↑ Better
Distribution arrangements reviewed for the effect of remuneration on value	97%	93.1%	95%	80%	Green↑ Better
Contingent fees and charges as a share of total customer cost	3%	3.1%	5%	10%	Green↑ Better
Complaints about fees and chargesComplaints about the cost of card replacement rose after a courier change. Pricing for the replacement is under review.	2	1.9	1	3	Amber↓ Worse
Customers charged an inactivity or dormancy fee	0.3%	0.3%	0.5%	2%	Green→ Same

Products with a value assessment in dateGreen
Latest
98.8%
Previous
94.8%
Green at
98%
Red at
90%
Products judged not to give fair value with action still openGreen
Latest
0
Previous
1
Green at
0
Red at
2
Distribution arrangements reviewed for the effect of remuneration on valueGreen
Latest
97%
Previous
93.1%
Green at
95%
Red at
80%
Contingent fees and charges as a share of total customer costGreen
Latest
3%
Previous
3.1%
Green at
5%
Red at
10%
Complaints about fees and chargesAmber
Latest
2
Previous
1.9
Green at
1
Red at
3
Complaints about the cost of card replacement rose after a courier change. Pricing for the replacement is under review.
Customers charged an inactivity or dormancy feeGreen
Latest
0.3%
Previous
0.3%
Green at
0.5%
Red at
2%

Consumer understanding Amber

Measure	Latest	Previous	Green at	Red at	Rating
Customer communications tested before issue	97%	100%	95%	80%	Green↓ Worse
Customers who understood the key pointsCustomers misread the daily limit explanation in the app. A shorter version is in testing.	77.5%	74.4%	85%	70%	Amber↑ Better
Complaints where unclear information was a cause	3%	3.1%	5%	12%	Green↑ Better
Sampled customer calls where understanding was checked	94%	90.2%	90%	75%	Green↑ Better
Accessible-format requests met within targetLarge-print requests took longer after a supplier change. A second supplier is being added.	90%	93.6%	95%	85%	Amber↓ Worse
Cross-border payments where the total charge was shown before confirmation	100%	100%	100%	95%	Green→ Same

Customer communications tested before issueGreen
Latest
97%
Previous
100%
Green at
95%
Red at
80%
Customers who understood the key pointsAmber
Latest
77.5%
Previous
74.4%
Green at
85%
Red at
70%
Customers misread the daily limit explanation in the app. A shorter version is in testing.
Complaints where unclear information was a causeGreen
Latest
3%
Previous
3.1%
Green at
5%
Red at
12%
Sampled customer calls where understanding was checkedGreen
Latest
94%
Previous
90.2%
Green at
90%
Red at
75%
Accessible-format requests met within targetAmber
Latest
90%
Previous
93.6%
Green at
95%
Red at
85%
Large-print requests took longer after a supplier change. A second supplier is being added.
Cross-border payments where the total charge was shown before confirmationGreen
Latest
100%
Previous
100%
Green at
100%
Red at
95%

Consumer support Red

Measure	Latest	Previous	Green at	Red at	Rating
Contacts answered within target timePeak-hour chat answer times missed target for six weeks after a system outage.	85%	81.6%	90%	80%	Amber↑ Better
Average days to complete a cancellation, switch or transfer	3	3.1	5	10	Green↑ Better
Complaints per 1,000 customers	3	2.9	5	10	Green↓ Worse
Complaints upheld	18%	18.7%	30%	45%	Green↑ Better
Sampled cases where customers with characteristics of vulnerability reached a good outcome	94%	90.2%	90%	75%	Green↑ Better
Support for people acting for a customer matched the customer's	97%	100%	95%	85%	Green↓ Worse
E-money redemption and account closure requests completed within target	98.8%	100%	98%	90%	Green↓ Worse
Average days to resolve a claim for an unauthorised or fraudulent paymentFraud and dispute cases wait for card scheme responses. Cases are now triaged on day one and customers get a provisional update at day three.	11.5	11	5	10	Red↓ Worse

Contacts answered within target timeAmber
Latest
85%
Previous
81.6%
Green at
90%
Red at
80%
Peak-hour chat answer times missed target for six weeks after a system outage.
Average days to complete a cancellation, switch or transferGreen
Latest
3
Previous
3.1
Green at
5
Red at
10
Complaints per 1,000 customersGreen
Latest
3
Previous
2.9
Green at
5
Red at
10
Complaints upheldGreen
Latest
18%
Previous
18.7%
Green at
30%
Red at
45%
Sampled cases where customers with characteristics of vulnerability reached a good outcomeGreen
Latest
94%
Previous
90.2%
Green at
90%
Red at
75%
Support for people acting for a customer matched the customer'sGreen
Latest
97%
Previous
100%
Green at
95%
Red at
85%
E-money redemption and account closure requests completed within targetGreen
Latest
98.8%
Previous
100%
Green at
98%
Red at
90%
Average days to resolve a claim for an unauthorised or fraudulent paymentRed
Latest
11.5
Previous
11
Green at
5
Red at
10
Fraud and dispute cases wait for card scheme responses. Cases are now triaged on day one and customers get a provisional update at day three.

Cross-cutting rules Amber

Measure	Latest	Previous	Green at	Red at	Rating
Foreseeable-harm incidents not yet put right	0	1	0	3	Green↑ Better
Average days from identifying harm to offering redress	18	18.7	30	60	Green↑ Better
Outcome gap between the worst-served customer group and all customers	0.66	0.63	1.10	1.30	Green↓ Worse
Incentive and performance schemes reviewed against the Duty	100%	100%	100%	70%	Green→ Same
Customer journeys reviewed for unreasonable barriers or pressure	94%	90.2%	90%	70%	Green↑ Better

Foreseeable-harm incidents not yet put rightGreen
Latest
0
Previous
1
Green at
0
Red at
3
Average days from identifying harm to offering redressGreen
Latest
18
Previous
18.7
Green at
30
Red at
60
Outcome gap between the worst-served customer group and all customersGreen
Latest
0.66
Previous
0.63
Green at
1.10
Red at
1.30
Incentive and performance schemes reviewed against the DutyGreen
Latest
100%
Previous
100%
Green at
100%
Red at
70%
Customer journeys reviewed for unreasonable barriers or pressureGreen
Latest
94%
Previous
90.2%
Green at
90%
Red at
70%

Governance and monitoring Green

Measure	Latest	Previous	Green at	Red at	Rating
Outcome failures with a completed root-cause analysis	97%	100%	95%	80%	Green↓ Worse
Board or committee meetings that discussed Consumer Duty outcomes	6	6	4	2	Green→ Same
Duty outcome reviews by risk or internal audit completed against plan	100%	100%	100%	75%	Green→ Same
In-scope products with outcome MI reported this period	100%	96%	100%	85%	Green↑ Better

Outcome failures with a completed root-cause analysisGreen
Latest
97%
Previous
100%
Green at
95%
Red at
80%
Board or committee meetings that discussed Consumer Duty outcomesGreen
Latest
6
Previous
6
Green at
4
Red at
2
Duty outcome reviews by risk or internal audit completed against planGreen
Latest
100%
Previous
100%
Green at
100%
Red at
75%
In-scope products with outcome MI reported this periodGreen
Latest
100%
Previous
96%
Green at
100%
Red at
85%

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 size

Payments and e-money: MI library with thresholds, results and ratings (illustrative example)

MI library · opens full size

Payments and e-money: Board challenge questions with answers recorded (illustrative example)

Board challenge · opens full size

Payments 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.