Every client journey delivered, and evidenced for Consumer Duty.
Millwood Group runs the client journey behind your advice: onboarding, LOAs, reviews, ongoing servicing and life events. Every step is logged in Salesforce, so you can show each client received the service they pay for. We've worked inside St. James's Place practices, so we start fast.
Where is your client journey breaking down?
We run every stage between the advice and the next review.
Consumer Duty asks firms to deliver good outcomes and prove it. Each stage below is something we handle for you, logged so you can evidence it.
- Stage 1
Welcome & onboarding
Welcome calls, packs and documents sent and logged, so clients understand what happens next.
Consumer understanding - Stage 2
Gathering information
LOAs sent, chased and checked until the paraplanner has everything. Clients aren't left waiting.
Consumer support - Stage 3
Advice & implementation
Paraplanning, illustrations and EBS processing completed, with clients chased to finish applications.
Products & services - Stage 4
Annual review
Every review booked, confirmed, prepared and followed up, so clients get the ongoing service they pay for.
Price & value - Stage 5
Keeping in touch
Tax year-end mailings, investor updates and personal cards that keep clients informed between meetings.
Consumer understanding - Stage 6
Life events
Bereavements and changes in circumstances handled with care, with vulnerability flagged to the Partner.
Consumer support
Client servicing first, with the back office to support it.
Client servicing
Annual reviews booked and followed up, ongoing service tracked, and clients kept informed all year.
How it works → Wealth adminAdministration & business processing
Onboarding, meeting packs, EBS processing and follow-up letters, all logged in Salesforce.
How it works → Third-party chasingLOA chasing & checking
A dedicated chasing team that keeps on at providers until the paraplanner has what they need.
How it works → TechnicalParaplanning
Fixed fees per case type, with an in-house team that can turn cases around in under 24 hours.
How it works → Front deskTelephone answering
Calls answered in your practice's name, messages logged and diary bookings made for you.
How it works → MarketingSocial media
Regular posts for your practice, prepared ready for your compliance sign-off.
How it works →We already know Salesforce, EBS and the CAU.
Most of our team come from SJP practices and complete SJP Accreditation. You won't spend weeks explaining how your practice runs. Practices on other networks get the same team, set up around their own systems and compliance framework.
Who we support
Cyber Essentials Plus certified
When you outsource client servicing, you hand us your clients' personal and financial data. Cyber Essentials Plus is the UK government-backed scheme, run with the National Cyber Security Centre. The Plus level means an independent assessor has tested our systems hands-on, not just reviewed a questionnaire.
That gives your practice evidence for outsourcing due diligence and your Consumer Duty obligations, and peace of mind for your clients.
- FirewallsSecure boundaries on every connection to the internet
- Secure configurationDevices and software set up to reduce weak points
- Access controlStaff can reach only the client data their role needs
- Malware protectionEvery device protected and checked
- Patch managementSecurity updates applied promptly
Certificate available on request for your due diligence file.
From first call to cases moving
- Step 1
Tell us what's stuck
A short call about where work is backing up: LOAs, reviews, processing or the phones.
- Step 2
We plan your support
You get a support plan, a named administrator and clear fees: hourly for admin, fixed per case for paraplanning.
- Step 3
We join your team
We work in your Salesforce, Outlook and OneDrive, so your clients see one practice, not an outsourcer.
- Step 4
You get time back
Three-month minimum, then rolling monthly. Scale up for tax year-end or down when it's quiet.
Give every client the journey they're paying for.
Tell us where your client journey is breaking down and we'll come back with a support plan for your practice.
Client servicing and back-office support for advisers
Client servicing sits at the centre of what we do. Our admin, LOA and paraplanning teams keep every client journey moving, and every step is recorded so you can evidence good outcomes under Consumer Duty.
Client servicing
Clients paying for ongoing advice should receive an ongoing service, and you need to be able to show they did. We run your annual review cycle, keep in touch between meetings and record every contact, so no client drops through the gaps.
Ongoing service & reviews
- Annual review cycle tracked for every client
- Clients overdue a review flagged to the Partner
- Review meetings booked, confirmed and logged
- Meeting packs prepared in OneDrive
- Post-review letters drafted for sign-off
- Service records ready for Business Assurance
Keeping clients informed
- Investor magazines and E-Briefings
- Budget reports and tax cards
- Tax year-end mailings
- Perivan materials delivered to our office
Personal touches & life events
- Birthday, Christmas and special occasion cards
- Gifts and flowers
- Bereavement support handled with care
- Signs of vulnerability flagged to the Partner
Administration & business processing
Our Wealth Management Administrators have worked in new and established practices. We can join your existing admin team or take on specific areas where you're short.
Client review process
- Review meetings booked, with calls logged in Salesforce
- Meeting confirmations emailed to clients and logged
- Outlook diary management
- Meeting packs prepared and saved to OneDrive
- Post-review letters actioned and saved to Salesforce
Business processing · Pensions, investments, protection, mortgages, EIS/VCT, trusts
- Comparisons and investment illustrations
- Full EBS business processing
- Complete advice set and advice cycle
- Liaison with the Central Administration Unit
- Chasing clients to complete investments
LOA chasing & checking
Letters of Authority slow advice down. Our dedicated chasers contact providers every day to get paraplanners the right information, so you can spend your time with clients. You can use this service with your own paraplanner.
Paraplanning
Good paraplanning protects the Partner, the practice and the client. We combine an in-house team that can turn cases around in under 24 hours with a network of qualified paraplanners we trust, so capacity is there when you need it.
- Set fees for each case type
- In-house turnaround in under 24 hours
- Works with our LOA chasing team
- Extra capacity at tax year-end
Telephone answering
Clients who reach voicemail start to wonder. Our team answers in your practice's name, deals with routine queries and logs every call, so nothing gets lost while you're in meetings.
- Calls answered in your practice's name
- Messages logged in Salesforce
- Appointments booked straight into your diary
- Urgent calls passed on immediately
Questions Partners ask us
Can't see your question? Call 03330 508926.
Am I tied into a 12-month contract?
No. Contracts have a three-month minimum, then run month to month.
How much does it cost?
Paraplanning has set fees for each case type. Administration is charged at an hourly rate, depending on the level of support you need. Send us an enquiry and we'll give you figures for your practice.
Will I get my own dedicated administrator?
Yes. Your administrator gets to know your practice and your clients. Many Partners use our admin, client servicing and paraplanning teams together, so clients see us as part of your practice.
Do your administrators have SJP experience?
Most of our team have worked in SJP practices. Everyone completes SJP Accreditation and works towards a financial planning qualification.
Can I use your LOA service with my own paraplanner?
Yes. We work with paraplanning firms across the UK that don't offer chasing, and we'll coordinate with your Practice Manager and paraplanner.
How do you help with Consumer Duty?
We make sure each stage of the client journey happens on time and is recorded: onboarding, information gathering, reviews, ongoing communication and life events. That gives you a clear record that clients received the service they pay for. Responsibility for advice and outcomes stays with your firm; our job is to make the service happen and leave the evidence behind.
How do you keep client data secure?
Millwood Group is Cyber Essentials Plus certified, which means our security controls have been tested by an independent assessor. We can share our certificate for your outsourcing due diligence file.
Do you support practices outside SJP?
Yes. We support advisers on other networks and independent firms, and set up our process around your systems and compliance framework.
Not sure which service you need?
Tell us where work is backing up. We'll recommend the right mix.
Support for SJP practices from people who've worked in them
Our team has more than 20 years' combined experience in St. James's Place practices. We know the systems, the processes and the pressure of a full review diary.
Service you can evidence
Reviews, contacts and life events recorded against each client, so your service records stand up to Business Assurance and Consumer Duty scrutiny.
Cyber Essentials Plus
Independently audited data security for the client information you share with us.
Working in Salesforce from day one
Calls, meetings, LOA tracking and post-review letters logged where Business Assurance expects to find them.
EBS and the CAU
Full EBS business processing, the complete advice cycle and liaison with the Central Administration Unit.
SJP-accredited team
Administrators complete SJP Accreditation and work towards financial planning qualifications.
SJP Asia offices
UK-based administrators supporting Asia offices across time zones.
Not with SJP? We can still help.
We support advisers on other networks and independent firms with the same team and the same process, set up around your systems and compliance framework.
Give your Partners their diary back.
Book a call and we'll show you how we'd support your practice.
The people behind your practice
When you work with Millwood, you get a named team based in Birkdale, not a shared inbox.
Lidia Serra
Operations ManagerLidia runs day-to-day operations across our administration, LOA chasing and client servicing teams, so every practice gets a consistent service. She speaks five languages.
Lily Hilton BSc (Hons) MSc (Hons)
Senior Wealth AdministratorLily runs review cycles and business processing for the practices she supports, keeping every client journey on track.
Craig Halsall
Wealth AdministratorCraig spent five years in the legal sector working with high-net-worth clients and third-party providers before joining Millwood.
James Dawson
Junior Wealth AdministratorJames supports the administration team with review preparation and business processing.
Malgorzata Czarnowska CeMAP
Junior Wealth AdministratorMalgorzata holds the CeMAP qualification and supports practices with client servicing, review preparation and business processing.
Luke Harbon BA (Hons) MA (Hons)
Junior Wealth AdministratorLuke supports the administration team with LOAs, review preparation and keeping client records up to date in Salesforce.
Michael Brown
Social Media Marketing ExecutiveMichael plans and writes social media content for the practices we support, ready for their compliance sign-off.
Harry McGeorge
RecruitmentHarry finds and trains the administrators who join our team.
Ruben & Roscoe
Office dog · Junior office dogRuben keeps the Birkdale office in order and hears the phone before anyone else. Roscoe, our junior office dog, is learning the ropes and is in charge of morale.
Join the team. Experienced SJP administrator or paraplanner? Email your CV to enquiry@millwoodgroup.co.uk.
Want this team working for your practice?
Tell us what you need and we'll introduce your administrator.
What does an in-house administrator really cost?
Salary is only part of it. Employer's National Insurance, pension contributions, holidays, sick days, training, recruitment and equipment all add up, and you pay for every hour whether or not work gets done. Adjust the figures to match your practice.
| Salary | |
|---|---|
| Employer's NIC 15% above £5,000 | |
| Employer pension | |
| Recruitment | |
| Desk, equipment & software |
With Millwood you pay only for hours worked. No NIC, pension, holiday cover, sick pay, recruitment fees or equipment. If our rate is below this figure, outsourcing costs you less.
Illustrative only, using 2026/27 rates: employer NIC 15% above the £5,000 secondary threshold; auto-enrolment on qualifying earnings £6,240 to £50,270 for salaries of £10,000 or more. Excludes enhanced sick pay schemes, employer liability insurance, bonuses and management time. Not tax advice.
Tell us where your practice is getting stuck
Fill in the form and we'll call you to talk it through, then send a support plan with fees. There's no commitment until you agree a start date.
Social media
A regular presence on LinkedIn and Facebook helps new clients find you and reminds existing ones you're there. We plan and write the posts, then send them to you ready for compliance sign-off.