o General: Description of business model
o Sign off for Advertising, marketing and promotion materials
o Web site sign off and monitoring
o Assists with the due diligence on marketing companies
o Contact with customers i.e. call scripts, monitoring, questionnaires
o Pre-contract information: refund policy
o Contract terms: terms and conditions
o Client money accounts Handling money: Disbursements
o File audit and call monitoring audits: procedures to show that best advice has been provided
o Financial position: procedures and criteria and financial assessment material
o Compliance manual or monitoring programme
o Complaint handling
o Training and competence (continuous Performance development process) training records
o Money laundering
o Disaster recovery including Data governance controls
o Collections processes and systems
o Licences i.e. OFT, ICO etc