Case evidence · 3 minute read
Build a mortgage case file someone else can follow
A worked evidence map showing what happened, why a decision was made and what remains open.
The useful bit
A tidy folder is useful. A reviewable file also explains the decisions and points to the evidence behind them.
Who this is for: Advisers, case managers and reviewers in small mortgage firms. Apply your firm's or principal's own file standards and permission scope.
Start with a real task
Morgan's fictional purchase case moves from initial enquiry to completion. Sam is handing it to Alex. The map below is a navigation aid, not a full advice file or a substitute for the records your firm's activity requires. Keep source documents in the controlled case record and link to them from the map.
A routine you can adapt
-
Adviser
Establish the starting point
Record the client's needs, circumstances and agreed scope of service. Note relevant dates, consent or acknowledgements where applicable, and any support that changes how the service should be delivered. Resolve contradictions before relying on the information.
Keep: Dated fact find, source information, service disclosure and clarification notes.
-
Adviser
Connect a decision to its evidence
Make it possible to trace a recommendation to the relevant assessment and records. Use your firm's required suitability process. An attachment labelled ‘final’ is not enough if the file does not show which version informed the decision.
Keep: Assessment, rationale, supporting records, version and decision date.
-
Outgoing and incoming case owner
Keep the handover explicit
List unresolved requests and conditions, their owners and dates. In Morgan's example, a received statement still needs review. The incoming owner confirms that responsibility has transferred rather than assuming a task notification was read.
Keep: Handover note, acceptance, open conditions and client update commitment.
-
Case owner and reviewer
Close and sample the record
Record the outcome and remaining follow-ups. A reviewer samples whether the file tells a consistent story and records any correction. Apply the appropriate retention and access rules; do not keep extra personal data merely to make the folder look complete.
Keep: Outcome, review findings, corrective action and retention decision.
Filled example · fictional data
Morgan's evidence map — a fictional extract
| Stage | Record to find | Decision or status | Owner | Open action |
|---|---|---|---|---|
| Discovery | Fact find and clarification note | Income discrepancy needs clarification | Alex | Resolve before relying on figures |
| Documents | Statement upload and request history | Received; review pending | Sam | Check completeness and escalate questions |
| Recommendation | Assessment and rationale | Not yet complete | Alex | Complete firm's advice and suitability process |
| Handover | Task list and client update | Sam to Alex acknowledged | Alex | Confirm next client update date |
The map is deliberately honest about unfinished work. A visible gap is more useful than a green tick that means only ‘a document exists’. Sample whether another authorised colleague can locate the record and explain the current status.
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
Ask a colleague to review one case using only the record. Note what they had to ask you, then make that information easier to find for the next handover.
See a case handover in AchosThe product walkthrough illustrates the workflow. Your firm remains responsible for its advice, controls and decisions.