Complaints Root Cause Analysis & MI Reporting Template
Transform complaints data into actionable intelligence. FCA-ready frameworks for DISP compliance and Consumer Duty evidence.
Download Now
Is Your Complaints MI Actually Working?
Stopping at Symptoms
You’re categorising what happened, but not why. “Human error” isn’t a root cause—it’s where analysis should start, not end.
Reports Without Action
Your MI shows volumes and uphold rates, but doesn’t drive decisions. The Board nods politely, then nothing changes.
Repeat Offenders
The same issues keep appearing in your complaints data month after month. Remediation actions are logged but never completed.
Consumer Duty Gaps
You can’t connect your complaints data to customer outcomes. When the FCA asks about evidence, you’re scrambling.
Everything You Need for Effective RCA
A comprehensive 25+ page toolkit that transforms how you analyse complaints and report to stakeholders.
9-Category Root Cause Taxonomy
Process, People, Systems, Communication, Product Design, Third Party, Governance, Customer, External—with 30+ secondary codes.
Five Whys Methodology
Structured framework for drilling down from symptoms to systemic root causes, with worked examples.
Operational MI Template
Weekly/fortnightly reporting format covering volumes, resolution times, uphold rates, and FOS referrals.
Management MI Template
Monthly format with root cause summary, trend analysis, top 5 issues, and action status tracking.
Board Reporting Dashboard
Executive summary format with RAG-rated KPIs, Consumer Duty implications, and recommendations.
Trend Analysis Framework
Key indicators, warning signs, and escalation triggers to catch systemic issues early.
Action Tracking Log
From identification to completion with status definitions and effectiveness review guidance.
Governance Framework
Reporting frequencies, escalation criteria, and SMCR accountability mapping.
Aligned with Regulatory Requirements
DISP 1.3.3R
Root cause analysis requirements—identifying and remedying recurring or systemic problems.
DISP 1.3.6G
Governance reporting expectations—regular management reports on root causes and trends.
Consumer Duty
Using complaints as evidence of customer outcomes across all four outcomes.
SMCR
Supporting SMF16 and SMF24 accountability for complaints handling.
Who Is This Template For?
Stop Treating Complaints as Just Problems to Solve
Start using them as your free source of insight into customer experience. Download the complete RCA & MI Reporting Template today.
Download Now – £149Instant download • Fully editable Word format • 25+ pages
