Frequently Asked Questions
Typical FAQ’s below however please contact us if you have any questions. We will add additional FAQ as advisers ask them
How will you access my clients documents?
We are able to use various methods. Please ask for our Cloud Sharing Guide.
You can also use the Toolbox Secure File Transfer Process.
We can actually use most Cloud Sharing Software including Dropbox.
However It is up to you to decide and your responsibility to check with your Network that the method used is acceptable to them.
What are the Benefits to me as an Adviser?
We can deal with time consuming admin such as Keying Factfinds, uploading documents on to Compliance Systems and producing Suitability Letters. This will free up your time to do what you do best, generating new business and providing a first class service to new and existing customers
Can you give advice to my Clients?
No, you remain responsible for advising your clients.
We focus on the Compliance Admin so you can do what you do best.
Can you access ekeeper MortgageKeeper ?
We have undertaken training on MortgageKeeper; ekeeper’s CRM Software. We can access documents from your MortgageKeeper if you arrange a suitable additional licence
Do i have to pay you a Monthly Retainer?
If you use us on an adhoc basis or for a low volume of cases a retainer charge of £35 per month is now required to help cover the cost of network licencing fees.
Will I still retain the relationship with my Client?
Your Client will have no idea that we are your External Admin unless you tell them. We wouldn’t normally have any client contact unless your requested this as a separate bespoke service from us.
Do I have to pay VAT on top of your fee?
No VAT is due or charged on our fee’s currently.
What happens if an error or mistake occurs?
We look to minimise any mistakes however if you employ staff or Outsource , or do it yourself, mistakes will occur as we are all only Human. Therefore you should always check any completed work to ensure it meets your requirements. Although you have Outsourced the task, you can’t Outsource this responsibility as you remain responsible for the advice.
Can I email you client documents?
Email isn’t secure. We strongly recommend that you use a secure method of sending us client details. You are responsible for your clients Data and assessing how secure the method is for sending us the Data and it is in keeping with GDPR and your Network requirements
Your own question for Sutton Page here?
We can answer a question for you here.
How Long does it take to get you added as my External Admin on Toolbox?
We provide you with an Application Pack to speed up the process. For most firms access can be granted to us by PRIMIS Mortgage Network in as little a 3 working days. However this is dependent on PRIMIS own resources
Do I have to send you all my cases? Do you have a minimum number?
No, some Advisers just use us during busy periods to avoid them needing to take on a additional members of staff with all the associated costs that involves. However, we would require a monthly retainer fee, while registered as your external admin to help cover licencing fees required by your mortgage network.
I'm a Directly Authorised Mortgage Broker, can you assist with my admin?
Please contact us to discuss a bespoke service
How long do you store our Client Data?
Once the task has been completed the keyed Fact Find and Suitability Letter is normally uploaded to Toolbox or your CRM system for your safekeeping. You would have shared access to the client data we hold. Therefore, once you have confirmed that the task has been completed to your satisfaction & billing for the task has been paid, it is your responsibility to delete the client data. We do retain submissions forms and issued Invoices /Billing for Accounting purposes.
Your own question for Sutton Page here?
Your answer could go here
Your own question for Sutton Page here?
Your answer could go here
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Sutton Page Ltd
Registered in England and Wales, Registration number: 13189677