Reviews

Each case should be regularly reviewed to check that replies have been received, that preparation for any court hearings has been carried out, and what the next step in the case should be. A brought-forward diary system may be useful to ensure that important dates are noted and there are regular follow-ups to ensure they are not missed. There is no point keeping a file open if there is no further work to be carried out, or if the client has ceased to engage and is not responding to your attempts to make contact.

By managing the caseload, you also have a clearer idea of how many additional cases, if any, you can cope with.

Agencies should have processes in place to ensure that a percentage of individual advisers cases are reviewed by a suitably qualified person within the agency to monitor service quality, identify adviser training needs and provide ongoing feedback to advisers.