PRE-ADVICE: TRIAGE STAGE
On receipt of a referral we will invite the client to complete our triage process via our triage website; pensionhelptriage.co.uk. Unique login details will be issued to the client enabling them to access our triage site and complete a follow up questionnaire to confirm whether they wish to proceed further. It is compulsory for all referred clients to complete the triage process. If they state at this point that they do not wish to take regulated advice, then we will note this on our records and will take no further action.
PRE-ADVICE: INITIAL INFORMATION GATHERING
If the referred client does wish to take regulated advice, then we will ask them to book in an initial call. Using our online system they will be provided with a choice of dates to schedule this call with one of our initial case handlers and then they will be asked to complete our confidential financial review if they have not done so already.
ADVICE STAGE: DETAILED INFORMATION GATHERING & PERSONAL FEE CONFIRMATION
Once the initial call is complete the client file will be passed to the advice team, this will be reviewed and any further information which is required from the client or the pension scheme(s) will be requested. Once this information is received, we will be in a position to issue the client with their Personalised Charges letter stating our fees for Abridged Advice (nil) and for Full Advice (please see our Services and Fees). Once the client confirms that they understand and accept the Personalised Charges, we can move onto the next stage.
ADVICE STAGE: REPORT ISSUE
Once we have reviewed the information, we will prepare an Abridged Advice report or a Full Advice report. If we recognise that it is unlikely that our advice will be to transfer, or if it is unclear as to whether a transfer would be in their interests, then we may issue an Abridged Advice report to the client recommending that they should stay in the scheme. For all other cases we will prepare a Full Advice report. Clients who receive an Abridged Advice report can request a full advice report, but they will then be committed to the Full Advice charge, and our advice may remain to stay in the scheme.
FULL ADVICE STAGE: FINAL REPORT
If proceeding to the Full Advice stage, we will complete an Appropriate Pension Transfer Value Analysis (APTA) and a Transfer Value Comparator (TVC) before drafting a recommendation report and conducting an affirmation call with the client to confirm their understanding. Once we are sure that the client understands the advice, our final report will then be issued and our recommendation will be either to transfer or remain in the scheme.
ADMINISTRATION OF THE TRANSFER
If the recommendation is to transfer, and the client returns their confirmation to proceed with this, then Pensionhelp will facilitate the transfer. We will notify you once the transfer is complete and we have received our fees, you can then arrange with the client to transfer the ongoing servicing onto your agency.