Pillar is running live structured reviews inside the launch client, an FCA-authorised IFA firm with a substantial long-tail book. The reviews are conducted under the firm's brand, inside its Intelliflo environment, by trained Client Review Managers. Below is what the programme has produced.
Every review follows the same framework. Structured call with the client. Documented file note in Intelliflo. Consumer Duty evidence recorded. Vulnerability screening completed. Outcomes logged.
What the launch client produced
200 client reviews completed. Around 5% escalated to the regulated adviser. The other 95%, roughly 190 clients, required no adviser involvement: circumstances had not changed materially, risk profile remained appropriate, portfolio still aligned. Review documented, outcome recorded, file closed.
The escalations surfaced material change. Each case was escalated with full context and a briefing note, and the adviser took over with the diagnostic work already done.
The numbers
Across the programme: 200 client reviews completed, a 5% escalation rate, and a 90% quality-audit pass rate. Early activity ran hotter on escalations, as you would expect where a long-tail book has been under-reviewed for years, and settles around 5% as clients move onto a routine review cadence.
The escalations handed back to the firm have generated £55,000 of new revenue, work the advisers would not otherwise have seen. Every review carries a documented Consumer Duty outcome and a full file note, produced as a by-product of the activity.
What this means for firms
The launch client deployment evidences three things. First, the majority of long-tail reviews do not need an adviser in the room. Second, structured outsourced reviews generate the Consumer Duty evidence the FCA expects, with an audit trail produced as a by-product of the activity. Third, the escalation model turns a cost centre into a revenue channel.
If your firm has 200 or more clients below the commercial review threshold, the maths works. The cost of reviews is less than the revenue at risk from not conducting them.