Automated Risk-Action Emails Triggered by Client Feedback
Supporting compliance and client understanding
Why is this being introduced?
As part of our ongoing commitment to client understanding, compliance, and reducing business risk, Sesame has introduced an automated process within VouchedFor's Elevation product to act on three potential misunderstandings flagged in client reviews.
This process is designed to:
Proactively address client confusion
Support advisers with compliant, consistent messaging
Show regulators that risks are being identified and actioned
Reduce the burden on firms to follow up manually
What triggers the automated email?
An automated email is triggered when a client review submitted through VouchedFor includes any of the following responses:
Question | Triggering Answer(s) | Service |
|---|---|---|
“How would [Adviser Name] and their firm earn money from working with you?” | Not Sure | Mortgage |
“How would [Adviser Name] and their firm earn money from working with you?” | Not Sure | Protection |
“Would you still be able to make a claim on your insurance if you don’t keep up your payments?” | Not Sure / Yes | Protection |
If multiple risks are flagged, the client receives one email covering all relevant areas.
What does the email say?
Email will be sent from the address "customer_service@vouchedfor.co.uk"
Subject: Further Information Following Your Review
From: Sesame (via VouchedFor)
Dear [Customer Name],
Many thanks for leaving feedback for your adviser, [Adviser Name], it’s really valuable in helping deliver the best service.
We noticed you mentioned you weren't sure on one or two of the questions and so wanted to offer some help.
How would [Adviser Name] and their firm earn money from working with you on your mortgage?
Answer: ‘Not sure’ (Mortgage)
Mortgage advisers can be paid through commission from the lender worked out as a percentage of the loan amount, a fee which is agreed upfront with yourself or, through a combination of both. The Initial Disclosure Document provided to you by [Adviser Name] will outline how they have been paid for their services.
How would [Adviser Name] and their firm earn money from working with you on your insurance policy?
Answer: ‘Not sure’ (Protection)
Insurance advisers can be paid through commission from the insurance provider based on the policy chosen, a fee which is agreed upfront with yourself or, through a combination of both. The Initial Disclosure Document provided to you by [Adviser Name] will outline how they have been paid for their services.
Would you still be able to make a claim on your insurance if you don’t keep up your payments?
Answer: ‘Not sure’ or ‘Yes’ (Protection)
Failure to maintain regular payments may result in the inability to make a claim on your policy. The Suitability Letter provided to you by [Adviser Name] will outline the important information for you to consider regarding your policy.
If you have any questions or need further clarification, please contact [Adviser Name] directly on [Adviser Email], and they will be happy to assist you.
Kind regards,
The VouchedFor Team
How is this shown in Elevation?
Once this email has been sent, the risk is automatically marked as "Actioned" within Elevation. This means:
You can see that the client received clarification and when
There’s a clear audit trail showing the firm has responded
You don’t need to manually follow up unless further engagement is required
This initiative helps ensure advisers are supported in delivering transparent, compliant advice, while improving the client experience.
If you have questions about this process or feedback on how it’s working, please contact Sesame.