Welcome to Plus Group
This page explains what happens next and how we’ll get your selected services set up. It outlines what we’ll take care of, what we may need from you, and how support will begin.

Now that you’re onboard, we’ll begin setting everything up based on the services you’ve chosen. This may include introductions to your delivery teams, access setup, and agreeing how we’ll work together day to day.
You’ll always know what’s happening, and your Relationship Manager will be on hand if anything needs clarifying.
All new cases are handled by Sue McFarlane, who will be your initial point of contact until your case is allocated to a Paraplanner.
Sue will confirm the name of your Paraplanner, so that you can contact them directly, should you wish to discuss any aspect of your case.
We require handover documents to be completed. They can be found via the following link here. For Replacement cases we will also need a copy of your client’s signed LoA so we can gather the information for you. If you need a template for your LoA you can find one on our documents page, via the above link. If you already have some information, please also forward this to us.
Once you have completed the handover, have the signed LoA or have plan information on file this needs to be emailed over to Sue McFarlane
Sue will confirm receipt of the case and let you know who will be looking after this for you. If you have provided any LoAs these will be sent off straight away.
Ashley Wigmore, our CS & Admin Team Lead, will be in touch to discuss your requirements, which systems access is needed and talk through the setup fee and what’s included, so everything is clear from the outset.
Once your agreement is in place, a member of the team will be in touch to arrange access to the relevant systems.
As soon as access is confirmed, we’ll let you know, agree a start date (if one hasn’t already been set), and introduce the team member you’ll be working with - including their contact details so you know exactly where to send work.
Jonathan Maskell, our Chasing Team Lead, will be in touch to discuss your requirements and confirm your point of contact.
When you are ready to send work over to us, simply email your point of contact with your requirements and a copy of the LOA if applicable. A Template LOA can be found via the following link here.
John Whitehead, our Cashflow Modelling expert, will be in touch to discuss your requirements and next steps.
Need to know more
Browse our FAQs to learn more about our support and paraplanning services.
Yes. We understand business levels can fluctuate week to week and we prepare for this. However, for Advisers who use us regularly, we ensure we pre-allocate resource for you, so if your requirements are going to change significantly, just let us know. We can then ensure we have the appropriate levels of resource ready for you.
This depends on the service and what best suits your needs. For more information on charges for specific services, click here to find out more about our fees.
You’ll sign a single agreement with Plus Group, but our services are designed to be flexible. Depending on the service, you can use us on an ad-hoc basis or, where it makes sense, on a retainer. This means you can scale support up or down as your needs change, without being locked into rigid arrangements.
Of course, we keep things as simple as possible and your support or the services you use can be adjusted at any time. Feel free to reach out to your point of contact for further information, or email us at hello@plusgroup.org. You can also find out more about our services and pricing on our fees page.
Our Team, although thorough and conscientious, are only human and everyone, on occasion, makes mistakes. We do however have procedures in place, to try and minimise errors, deal with them quickly and effectively, should they occur, and ensure they do not happen again.
It is important to remember that whilst you outsource a task, you do not outsource the responsibility for that task, and it is important you have an appropriate checking process in place.