Why can’t I see the “Requests” option on the top level menu?
(i.e. Top menu is “Users” and “Teams” only.)
Your staff record may only have Administrator privileges. If you need to use the Requests
option to view, assign or process Pending requests then the Controller and/or Processor
roles must be added to your Staff member record.
Update your privileges by using the Users, Staff members options to locate and update
your record.
An adviser has sent me a note asking for information that isn’t part of the ULoA
fulfilment standard.
If fulfilling the request using the ULoA standard the fulfilment screen includes 3 features in
the Attachments section that may help…
- Links to information on your firm’s website can be supplied.
- Fulfilment can be supplemented with attachments (up to 15 documents)
- The notes field can be used for a free format text response.
Alternatively, you may fulfil the request using your own pack via the service.
My firm has received a request by email that shares a reference with request that was
submitted to me via the service?
When a Provider firm chooses to limit the type or range of policy requests that it will
receive via the service, their requests can then be split. Those policy requests that can be
submitted via the service are submitted instantly, and any others are combined into an offservice request that must be downloaded by the adviser firm and submitted via traditional
channels. Since both the on-service and the off-service requests are part of a single LoA
they share a single reference.
Why have some older requests disappeared from the service?
ULoA is NOT a permanent store of LoA request or fulfilment data. Regular archiving
removes all personal and sensitive information from submitted requests 365 days after
their submission and puts them into an archived state where they are no longer accessible
to parties to the request.
The rationale is that any submitted request should be fulfilled (or rejected) within 365 days
of being submitted. Parties to requests (i.e. Advisers and Providers) are responsible for
downloading any data that they need to keep to comply with their firm’s data retention
policies before archiving limits are reached.