A control framework built around your regulatory obligations.
Every review we conduct produces a documented compliance trail covering escalation decisions, vulnerability flags and service outcomes. Your firm keeps full control and oversight.
Control framework
Pillar operates within a structured control framework designed to support authorised advice firms in meeting their Consumer Duty obligations. All activity is conducted under defined procedures covering escalation, record keeping, vulnerability identification and quality assurance.
Advice boundary
Pillar does not provide regulated financial advice. Client Service Managers identify when a matter requires advice and escalate it; they do not provide it. The moment any matter requires a suitability assessment, it transfers to your responsible adviser.
Vulnerability Identification
Every review includes a structured assessment of client vulnerability indicators, covering financial, health-related, life event and capability factors. Where vulnerability is identified or suspected, it is flagged immediately, recorded in your CRM and escalated to the responsible adviser.
Escalation protocol
Defined escalation procedures ensure advice-requiring matters are transferred promptly to the responsible adviser. Escalations are recorded within your CRM, creating a complete audit trail of the trigger, the handover and the subsequent adviser action.
Management information
Partner firms receive structured monthly MI covering review completion rates, escalation volumes, vulnerability flags and service outcomes, giving your compliance function clear visibility of ongoing servicing activity.
Record keeping
All review activity is recorded within your firm's CRM environment. Pillar does not maintain separate client records. Your firm retains full data ownership and a complete evidential trail for Consumer Duty purposes.