The Client Journey

Draft for discussion — Independent Advice Ltd, trading as H.J. Scott & Co.

The six stages every client passes through, and the documents behind each one. This is the client-facing companion to The Engine Room — the internal systems & controls documents clients never see but which are still required. Expand a stage and click any pill to open the document.

The Client Journey

How we describe ourselves to the world – website, brochures, introductions, anything that could persuade someone to invest.
COBS 4 · anti-greenwashing · Duty: understanding
Checking who they are, whether we're right for them, and the initial advice or discretionary mandate – identity checks, categorisation, the suitability assessment behind the first recommendation, and agreeing the service in writing.
COBS 9A · MLR 2017 · Duty: products & services
Running portfolios day to day – choosing investments, dealing, getting the best result on every trade, keeping our own dealing clean.
COBS 11 · PROD · SYSC 10 · Duty: products & services
Delivering the ongoing advice and service clients pay for – periodic suitability reviews actually carried out and evidenced, valuations, telling clients clearly what they've paid, and checking our fees are worth it.
COBS 6/9A · SYSC 10A · Duty: price & value
Complaints handled fairly and fast, and extra care for clients in vulnerable circumstances – illness, bereavement, confusion, pressure.
- Complaints procedures
- Vulnerable client guidance
DISP · FG21/1 · Duty: support
Transfers out, closures and deceased clients – done as easily as joining was, with no barriers, delays or surprise charges.
- Transfer-out & account closure procedure
- Deceased clients procedure
Duty: support · no sludge

→ Companion page: The Engine Room

Transact

Here’s a new Transact Online tutorial video for clients to help them get started when using our platform.

It’s designed to introduce the basics of the website to new clients. The video covers the key features of the Transact platform such as logging in, understanding the dashboard, finding key information and placing basic trades (such as the ability to buy, sell, withdraw and deposit as regular or one-off transactions).