Расторжение отношений с клиентом, передача клиента другим консультантам

From Planipedia

Thanks to PlanPlus and WEA for sharing their material for this Best Practices Guide.

There are many circumstances that can give rise to termination of services. The key is to recognize them when they occur, and take the necessary action promptly, and professionally. Such circumstances can include the following.

1. Third-party issues. It is important to determine if the complaint is a result of an advisor’s actions (or lack thereof), or whether the result of the services of a 3rd party, e.g. product manufacturer. If a 3rd party you should gather all the facts and the nature of their complaint and help your client find the correct route towards resolution.

2. Conflicts of interest. Please see Conflicts covered in the same-named section.

3. Changes in client circumstances. There may be instances where a change in the client’s expectations or needs result in targets that, in your professional judgement, are not realistic or achievable. You need to model the client’s new scenarios of course (to confirm your opinions). You must inform your client if you feel their new goals are unachievable. If the client is determined not to alter their direction, then the engagement needs to change, or be terminated.

4. Changes in client locale. Your client may move out of province, or out of your area of service. There are some items to consider.

• Unless you are licensed in your client’s new location, your ability to discharge your obligations may be affected. Check with your compliance department and if there are limitations you must notify your client immediately.
• Moving is an emotional experience, as is finding a new financial advisor. Offer to help your client find an advisor in their new location. You should do your best to lessen your client’s difficultly.

5. Illegal or unethical acts. This is covered in your Code of Ethics.

6. Client Inaction. You are engaged to help your clients achieve their goals. A critical part of any financial plan is the action plan. The action plan details all the steps necessary to implement the strategic plan. In addition, your Letter of Engagement should contain commitment by the client to act on your recommendations. Unless the client acts, you cannot discharge your obligation. (A critical discussion is; why has your client not implemented? This is another topic.)

Should this situation arise, your best practice is to inform the client immediately. Clients have changing circumstances, as we all do. Try to find the reason for your client’s inaction. If inaction persists, you need to communicate your intentions. A letter follows to help you in this regard.

7. Changes in Advisor’s circumstances. An advisor’s practice evolves and changes over time. There may be instances where these changes alter your ability to discharge your obligations to your client. These changes can include:

• Altering your service offering and related fees;
• Changing dealer or licensing; or
• Moving to different jurisdictions, to name just a few.

In all instances offer to help your client find a new advisor. Ensure any changes do not adversely affect your client.