How one firm strengthened compliance by fixing servicing records

Client Context

A mid-sized advice firm had been managing client servicing in an ad-hoc way. While reviews usually happened, the record-keeping behind them wasn’t consistent. Some notes were missing, follow-ups weren’t always logged, and evidence of client contact was incomplete.

When the FCA reviewed their files, the gaps were exposed. The firm’s partners knew their processes had to improve fast to protect their reputation and satisfy compliance requirements.

The Challenge

The issues boiled down to three risks:

• Missing evidence of annual reviews and servicing touchpoints
• Inconsistent logging of follow-ups and client queries
• Increased compliance exposure during file reviews

The advisers felt they were servicing clients well in practice, but the records didn’t prove it.

The Turning Point

When the FCA review highlighted several incomplete files, the partners realised they couldn’t rely on informal processes any longer. They needed a servicing structure that not only delivered but also evidenced every client touchpoint.

The Solution

The firm engaged Plus Group for client servicing support. We:

• Took ownership of scheduling and logging every review and follow-up
• Ensured all client contact was recorded promptly and accurately
• Introduced structured servicing processes that created a clear audit trail

Implementation Insight

We began by auditing the firm’s existing client list to identify gaps. Over the next quarter, every client review was scheduled, delivered, and logged. Every email and action was recorded, creating a watertight history of client servicing that could be evidenced at any time.

Results

• Full servicing records created for every client
• Annual reviews delivered and logged on time
• Compliance confidence restored, with file reviews passed smoothly

Emotional Impact

For the partners, the biggest shift was confidence. They no longer worried about being caught out by missing records. Instead, they could focus on advice, knowing their servicing history was complete and compliant.

Before vs After

Barriers Addressed

The firm worried outsourcing might make servicing feel less personal to clients. In reality, the opposite happened – clients experienced more consistent communication, while the firm gained the reassurance of complete, compliant records.

If you want your servicing process to stand up under regulatory scrutiny, Plus Group ensures every client interaction is delivered and evidenced.