How To Report Incorrect Client Data
On this page:
- How to request a change
- Using the 'Mark as' button
- When should I use this process?
- How is the change made?
- How do I know when the change has been made?
- Examples of tickets.
How to request a change
We require all information changes to come through change data tickets. We can't make changes that come to us via email as we are required to keep an audit log of changes made for every firm. You can use the 'Mark as' button to request a change.
Using the 'Mark as' button
Sometimes you might see incorrect information on a client record. Maybe you need to change their email address or they have a new phone number we need to update.
You can tell us about the issue by clicking the “Mark As” button on the client record.
Click "Yes" underneath "Did you get in touch with the lead":
Click "Change Data":
You’ll see a box pop up where you can tell us what needs changing, please provide as much information as possible. If they have multiple mortgages then we need to know which mortgage needs amending.
Underneath there's a tick box where you can stop communications going to the client while we make the change.
What should I use this process for?
Please use this process for:
✔️ Requesting updates to rates, end dates or key mortgage information that has been keyed or uploaded incorrectly.
✔️ Any updates to customer names, email address or phone number.
✔️ Any instances where information has changed or has been amended since completion.
✔️ Any customer requests for deactivation or to stop comms.
Please do not use this process for:
✖️ Changing the expiry date of a previous product to match a new product. We require all new mortgages to come through the data flow.
✖️ Reporting that mortgages are missing. We can't add new products manually, we will need them to come through your data upload.
✖️ Querying any email sends or information held. Please email us at support@eligible.ai for support.
✖️ Asking for changes without providing enough information. Please read the examples section below for guidance.
✖️ Asking us to remove sold properties. Please use Quick Select to action this.
How is the change made?
Reporting bad data doesn't automatically fix the issue, instead it sends an audit to the support team who make the change on your behalf.
Due to this, it's essential you provide as much information as possible when submitting a change data request. If a client has multiple mortgages please tell us which mortgage should be changed.
How will I know if the change has been made?
You will receive a confirmation email to let you know if the change has been made or if we require any other information. If we need further information, you will need to open another ticket with the new information for the change to be actioned.
Please ensure you check the confirmation email to understand if the change has been made.
Examples of Change Tickets
Good examples:
✔️ 'Please update the 10 Apple Road mortgage with Halifax to expiry date 31-12-2027'.
✔️ 'Please amend this customers email address to john@example.com'.
✔️ 'The mortgage with Barclays fixed at 3.37% should actually end 01-07-2028'.
✔️ 'Customer has updated their phone number to 07777777777, please amend.'
✔️ 'The 142k mortgage ending 01-04-2027 should actually end 30-04-2027'.
All these examples give us enough information to identify what needs updating and make the change.
Bad examples:
✖️ 'Mortgage is meant to be fixed for 3 years' - please provide all date changes as DD-MM-YYYY.
✖️ 'Expiry should be 30-09-2028' - not resolvable if the client has more than one mortgage.
✖️ 'Why did client get emailed today' - this process should only be used for data changes, please email us at support@eligible.ai with queries.
✖️ 'Client has 3 other mortgages, please add them' - we can't add mortgages manually, they will need to be uploaded through the completions process.
✖️ 'Client has sold property' - please action through Quick Select.
✖️ 'Expiry date is wrong' - without the corrected details, we can't update it.
In these examples, the team do not have sufficient information to correct your data so will reject the ticket. You would then get an email to say we could not resolve the ticket and why. You would then need to open a new ticket with further information.