Dynamic FP is a UK financial adviser practice operating under FCA regulation. Client feedback isn’t a nice-to-have in financial services — it’s a compliance requirement with real consequences for getting it wrong. Their existing process gave them no visibility into whether clients had even seen their feedback requests, let alone responded.
The Challenge
The FCA expects evidence that client feedback is actively sought and tracked. Dynamic FP was sending feedback requests into a void. No way to know who’d opened them, who’d clicked through, who’d responded — and critically, who hadn’t. Follow-up was entirely manual and inconsistent. In a regulatory audit, this gap would have been a serious problem.
What We Built
We built a bespoke tracking system that monitors every feedback request from send to completion. Real-time open tracking shows exactly when a client views the email. Click tracking captures engagement with the feedback form. Response data flows back into a centralised dashboard.
Automated follow-up sequences chase non-responders on a configurable schedule. The entire history is stored as a compliance audit trail — giving Dynamic FP documentary evidence of their feedback process for any regulatory review.
Results
Complete visibility on every feedback request. No more guessing who’s seen what. Automated follow-ups replaced manual chasing entirely. The practice now has a fully audit-ready feedback process that satisfies FCA requirements without consuming adviser time.
Tech Stack
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