Question 1

How does Pillar access my client data?

Accepted Answer

Our Client Review Managers use user access that your firm grants inside your Intelliflo, and your firm can withdraw it at any time. They work inside your back office, the same way your own staff would. Pillar Lens processes data under a data processing agreement and deletes client-level data on the timescale set in our data processing agreement.

Question 2

What happens if a review surfaces a problem?

Accepted Answer

We escalate it to your adviser with a full briefing. Clear criteria are agreed upfront so there are no grey areas. In our launch client's April 2026 run, 5% of reviews were escalated to an adviser and about 95% were handed back without one. As recorded by the launch client during its April 2026 review run. Quoted from the firm’s own count, not measured on the Pillar platform.

Question 3

How long does onboarding take?

Accepted Answer

We agree a start date on the first call. We need access to your Intelliflo, your review templates, and agreement on the client segment.

Question 4

What does it cost?

Accepted Answer

£450 per client reviewed, ex VAT, invoiced monthly as reviews complete. Pillar Lens is priced by adviser count, see the pricing page.

Question 5

Do you replace our advisers?

Accepted Answer

No. We handle the annual review conversation for your long-tail clients. Your advisers stay focused on high-value relationships. When we find something that needs adviser attention, we hand it over.

Question 6

How does this work with our compliance framework?

Accepted Answer

Pillar is not FCA authorised and gives no advice. Reviews are delivered under your firm's permissions and your compliance framework, and your firm retains regulatory responsibility for every client.

Question 7

What if I use a system other than Intelliflo?

Accepted Answer

We're building integrations with other back office systems. If you use a different platform, get in touch and we'll discuss what's possible.

Question 8

Can I choose which clients you review?

Accepted Answer

Absolutely. You define the segment. Firms can start with clients below their profitability threshold who are due for annual review. You keep full control over which clients are in scope.

Question 9

Is Pillar ISO 27001 certified?

Accepted Answer

Yes. Pillar Client Services Ltd is certified to ISO/IEC 27001:2022, certificate 274783, issued by Amtivo on 30 September 2026. The scope covers our outsourced, non-advised client review service and Pillar Lens.

Question 10

Does Pillar give advice?

Accepted Answer

No. Pillar is not FCA authorised and gives no regulated advice. Reviews run under your firm's permissions and your compliance framework. Anything that needs advice goes back to your adviser with a briefing note.

Common questions

Still have questions?

Common questions

How does Pillar access my client data?+

What happens if a review surfaces a problem?+

How long does onboarding take?+

What does it cost?+

Do you replace our advisers?+

How does this work with our compliance framework?+

What if I use a system other than Intelliflo?+

Can I choose which clients you review?+

Is Pillar ISO 27001 certified?+

Does Pillar give advice?+

Still have questions?