As an introducer appointed representative (IAR), you must not assist customers with completing their loan applications. Instead, we recommend you provide and direct customers to the appropriate resources at Practi so we can help them proceed. This article outlines what you can and cannot say to patients in this situation.
As an IAR, you can:
Provide general information about the process:
"You can apply for finance on Practi."
"You'll find instructions on how to proceed on Practi's website. I've send you an email with this information now!"
Redirect customer questions to Practi:
"I'm sorry to hear you're having difficulties with the application! I'll flag your feedback to Practi and they'll get in touch with you directly."
"Unfortunately, I don't have any details about the technical issues with applications. Can you please reach out to Practi via the chat on their website? They'll be able to help you proceed."
As an IAR, you cannot:
Complete the application for the customer
Example: "Let me fill in this part for you."
Reason: Assisting directly in the application process goes beyond the limits of IAR responsibilities and requires special authority.
Give the customer advice on how to answer specific questions
Example: "You should select this option under income details, as you're most likely to get approved that way."
Reason: This could be seen as providing financial advice, which IARs are not regulated to do.
Help the customer with application questions
Example: "Stay here and complete the application in the office, so I can answer any questions you may have."
Reason: As an IAR, you cannot answer questions about the application process itself. Additionally, this could be seen as pressuring the patient to take out finance for treatment.
Examples of Customer Interactions
Scenario 1: Customer asks for help filling out the form
Question: "Can you help me fill out this income section? I'm confused on how to proceed."
Answer: "I'm sorry but I'm not able to help you fill out the application due to FCA regulations. I can definitely forward your question to Practi, and they'll be able to help you."
Scenario 2: Customer asks if they'll be approved
Question: "Do you think my application will be approved?"
Answer: "I'm unable to say, as all applications are processed by the lending partner. They'll consider your details and will provide you with more information."