Client communication · 3 minute read
Reduce document chasing without losing the human touch
A clearer request, a visible review step and a useful client update. Includes a completed communication log.
The useful bit
Tell the client exactly what is missing and why. Treat ‘uploaded’ and ‘reviewed’ as separate states.
Who this is for: Mortgage advisers and administrators sharing document requests and client follow-ups, including small AR and DA teams.
Start with a real task
Morgan has uploaded a bank statement, but page 3 is missing. Sam can either repeat a generic reminder or send one specific request. The example below uses invented case details and no real personal information. Adjust the wording to the documents genuinely needed for the case and the client's circumstances.
A routine you can adapt
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Case manager
Make one specific request
State the document, period and missing part. Example: ‘Thanks for the statement. Page 3 is missing. Please upload that page using our agreed secure route so we can review the complete statement. Let us know if you need help.’
Keep: The exact request, requested date and agreed upload route.
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Client contact
Check understanding and access
Ask whether the client can obtain and upload it. Agree another suitable route or support if needed. Avoid repeated automated reminders when someone has already explained a difficulty.
Keep: The client's reply, any support agreed and the next contact date.
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Reviewer
Review before closing
When the file arrives, check it is complete, readable and relevant to the request. Record the outcome. Receipt alone should not close a task that includes a review; escalate anything requiring an adviser's judgement.
Keep: Reviewer, date, result and any follow-up. Keep sensitive detail in the appropriate restricted case record.
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Team lead
Improve the next request
Each week sample repeated requests. Check whether the original instructions were unclear, the file was inaccessible or the client needed support. Change the template, then check a later sample.
Keep: The sample definition, change made and follow-up result.
Filled example · fictional data
A document request with a clear handover
| Stage | Owner | Client-facing action | Internal evidence | Next step |
|---|---|---|---|---|
| Requested | Sam | Explain that page 3 is missing | Request dated Monday | Check for reply Tuesday |
| Received | Sam | Acknowledge receipt; review still pending | Upload recorded Tuesday | Review the complete file |
| Reviewed | Alex | Confirm whether anything else is needed | Complete and legible; adviser review recorded | Continue the case or explain the remaining gap |
For a fictional sample of 20 requests, six needed a second request: 6 ÷ 20 = 30%. That is a prompt to inspect why, not a verdict on staff or clients. Compare like-for-like periods and count one request consistently; never use speed alone as a measure of a good outcome.
Free tools · no sign-up
Take it into your next review
Start with the completed example, or use the blank version with your firm's own information. CSV files open in Excel and other spreadsheet apps. Store any live case data in your firm's approved location.
One next step
Put it to work
Rewrite your most repeated request in plain language. Test it with a colleague who has not seen the case, then review the next five uses for avoidable confusion.
See document requests and review in AchosThe product walkthrough illustrates the workflow. Your firm remains responsible for its advice, controls and decisions.