Governance and conduct
Complaints handling pack
The procedure, letters, log and reports a bank, payment, e-money or crypto firm needs to handle complaints under the UK FCA rules, US CFPB and Regulation E and Z timelines, and Australia's ASIC RG 271. Checked in November 2026.
What's in the pack
00 Start hereThe order to work in and how the documents are marked up.
01 Complaints procedureWho does what, deadlines and letter content
02 Complaints logLogs each complaint and works out its deadline
03 Acknowledgment letterSent as soon as a complaint arrives
04 Final response letterGives the outcome, redress and ombudsman rights
05 Root cause analysisFinds and fixes the cause behind repeat complaints
06 Quarterly reportNumbers for the board and the regulator
Who it's for
Complaints and compliance teams at banks, payment, e-money and crypto firms in the UK, US and Australia.
How you get it
Pay by card, Apple Pay or Google Pay. You download a zip straight away, and we email you the link too. The link works for 30 days.
See all 7 compliance template packs.All templates →
