Client Service Plan

As a base to our relationship with our client we plan and structure our servicing arrangements.

A formalised plan is maintained for nominated clients. The plan then forms the basis of the overall servicing programme. This system serves as a mechanism to enable us to plan and co-ordinate activities on the account and will also enable a permanent record of service calls and reviews to be maintained.

When visiting clients, we ensure that an agenda is prepared for the meeting and wherever possible forward the agenda to the client prior to the actual meeting. If it is not possible for the agenda to precede our visit, we would present the agenda to the client at the actual meeting. Following the meeting a short note will be written to the client summarising the points agreed.

Where required or practical clients are to have regular contact and/or reviews undertaken, apart from renewal reviews. A service register is maintained, as per the prescribed form, and retained in the client file.

The service plan will be discussed and agreed with the client, but as a minimum should include the following: