How To Notify Us Of A Replacement Appointment2021-03-22T01:12:29+00:00

Cancellations/ No Show

  • You, the Financial Planner should call our client care team no less than 5 and no more than 15 minutes after the appointment time so we can determine whether they are simply running late or a different reason exists. You should NOT call the client.
  • You must notify us in writing as soon as you know that a client has not met their obligations for an appointment and not turning up. This should contain
    • The times you called our client services team to find out why they were running late.
    • If the client arrives late but you are still there or you arrive and they request the appointment to be re-appointed, please let us know of the time so we can update your calendar.
    • Please email admin@findfiancialplanners.com.au and c’c your account manager to keep us informed as to your progress or any challenges within 60 minutes of the original appointment time.
  • We will then attempt for 5 working days to re-appoint/ verify the information.
  • If you have followed the correct process and we are able to re-allocate/ re-appoint the opportunity then a credit will be provided in 5 working days’ time.
  • Please write your notes of the cancellation/ replace in the CRM under the “Financial Planner Notes” section.
  • Please review your CRM on an intermittent basis to ensure action is taken in relation to any cancellations.

Does not Need Financial Planning or Does Not Meet The Agreed Minimum Standards 

  • You must notify us in writing as soon as you know that a client has not met their obligations for an appointment. This should contain
    • What the issue is and why the client does not meet the minimum standards.
    • What our team stated vs what you found.
    • Please email admin@findfiancialplanners.com.au and c’c your account manager to keep us informed one (1) business day of the original appointment time.
    • If this does not occur, a replacement cannot be provided.
  • We will then started our replacement investigation.
  • We will get the clients feedback.
  • We will get your feedback through our feedback form.
  • Our team will book a meeting with you 48 hours after the feedback call is requested from the potential client. Please reschedule the meeting to a better time, if it doesn’t suit (after the 48 hours)
  • If you have followed the correct process, and it is straight forward, the appointment will be replaced, the credit returned and you will be emailed.
  • If it is not straight forward, we will use our meeting to gather further information.
  • We may require another 48 hours to make a decision. You will be notified in writing of our answer.
  • Please write your notes of the cancellation/ replace in the CRM under the “Financial Planner Notes” section.
  • Please review your CRM on an intermittent basis to ensure action is taken in relation to any cancellations.

If you have outstanding invoices due, you will not eligible under any circumstances for a replacement credit until your account is returned to a normal status.

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