Layer 3 - Standard Monthly Reporting Pack
Identical format for every DCA - portfolio, performance, conduct, delegation, risk
Executive summary
Every DCA must provide a standardised monthly pack in this identical format. No DCA may submit a different structure without a documented exception. This enables comparability across DCAs, consistent risk and performance oversight, and efficient consolidation for Risk Committee and attestations. Submission deadline: e.g. 5 business days after month end.
1. Purpose
The pack consists of five core sections. Each section has mandatory tables and metrics. DCA must complete all fields; use "N/A" only where the section explicitly allows.
2. Pack structure (mandatory sections)
2.1 Section 1 - Portfolio snapshot
| Field | Description | Format / unit |
|---|---|---|
| Reporting month | Month and year | YYYY-MM |
| DCA name | Legal entity name | Text |
| Accounts assigned (opening) | Accounts on DCA at start of month | Count |
| Accounts assigned (new) | New assignments during month | Count |
| Accounts closed | Closed during month (split by closure reason) | Count |
| Accounts assigned (closing) | Accounts on DCA at end of month | Count |
| $ exposure (opening / closing) | Total $ balance at start/end of month | Currency |
| Age at assignment (new) | Distribution: 0-30, 31-60, 61-90, 90+ DPD | Count per bucket |
| Segment mix (new) | Product/segment breakdown of new assignments | Count per segment |
Closure reasons: Paid in full, Settled, Hardship (referred/closed), Legal (referred), Write-off (bank decision), Returned to bank, Other.
2.2 Section 2 - Performance
| Metric | Definition | Target (example) |
|---|---|---|
| $ collected | Total $ received during month (cash received) | n/a |
| $ assigned (month) | $ balance of accounts assigned in month | n/a |
| Recovery rate | $ collected / $ assigned (cohort) | By segment |
| Cure rate | % of assigned accounts that cured | By segment |
| PTP keep rate | % of promise-to-pay commitments honoured | e.g. ≥ 70% |
| Time to first contact | % of new assignments with first contact within 5 business days | e.g. ≥ 95% |
| Non-treatment > 14 days | Count and % of accounts with no treatment > 14 days | e.g. < 5% |
2.3 Section 3 - Conduct
| Metric | Description | Expectation |
|---|---|---|
| Complaints (internal) | Complaints received by DCA from customers | n/a |
| Complaints (FSL / external) | Complaints referred to FSL or other external body | n/a |
| Complaints per 1,000 accounts | (Complaints / accounts on book) × 1,000 | n/a |
| Hardship referrals | Count of hardship referrals to bank in month | n/a |
| Hardship referral timing | % of referrals within 1 business day of identification | Per protocol |
| Contact compliance | % of accounts where contact frequency and hours were within policy | 100% expected |
| QA pass rate | % of sampled calls/letters passing QA criteria | e.g. ≥ 85% |
| Disclosure compliance | No collection before disclosure (where applicable) | 0 breaches |
Any conduct breach must be listed in an accompanying breach register with date, account, description, and remediation.
2.4 Section 4 - Delegated authority
| Metric | Description | Threshold |
|---|---|---|
| Settlement volume (count / $) | Number and total $ of settlements in month | n/a |
| Settlements by threshold | Count in each band (e.g. ≤70%, 71-80%, >80% with approval) | Per Delegated Authority Schedule |
| Waivers approved (by DCA within limit) | Count and $ within delegated limit | Per Schedule |
| Waivers above limit (bank approved) | Count and $ above limit (bank approval ref) | n/a |
| Overrides | Count of bank-approved overrides | List refs |
| Unauthorised settlement / waiver | Count of any settlement or waiver outside authority | 0; if > 0 = Category B |
2.5 Section 5 - Risk indicators
| Indicator | Description | Threshold / expectation | Status (R/A/G) |
|---|---|---|---|
| Non-treatment > X days | Accounts with no treatment > X days (e.g. 14 or 21) | e.g. < 5% | R/A/G |
| Accounts > 90 DPD still early stage | Potential delay | Monitor; escalate if trend | R/A/G |
| Legal timing breaches | Referrals to legal outside agreed timing or process | 0 | R/A/G |
| Disclosure breaches | Any breach of s 132A or disclosure policy | 0 | R/A/G |
| Attestation status | Current attestation submitted and signed (Y/N) | Y | n/a |
| Open issues (Layer 4) | Count of open issues by Category A/B/C/D | n/a | n/a |
R/A/G = Red / Amber / Green per bank’s scorecard definitions.
3. File format and delivery
- Format: Excel / CSV / specified template
- Delivery: Secure portal / email to specified address
- Naming: DCA_MonthlyPack_[DCA_Name]_[YYYY-MM].xlsx (or agreed format)
- Version: Reporting pack specification version must be stated in pack (e.g. "Std Report v1.0")
4. Consistency and audit
Data in the pack must be consistent with DCA’s own records and with data provided to the bank for operations. Bank may audit DCA records against the pack; material variance is a Category C issue and may affect attestation and scorecard.