How Hartwell Financial achieved 98% compliance on AI-assisted client communications
A regulated financial services firm needed AI speed without compliance risk. ScendCore’s governance controls let them automate 70% of client follow-up while maintaining full audit trails for FCA reporting.
Speed vs. compliance in a regulated industry
Hartwell Financial is an independent financial advisory firm in Manchester serving 2,000+ clients across pensions, investments, and insurance. Their 8 advisors handle 150+ client enquiries per week, from policy renewals to investment reviews.
Response speed matters in financial services — clients expect quick answers about their money. But every client communication must comply with FCA regulations: proper disclaimers, accurate product information, no misleading statements, and full audit trails.
Previous automation attempts failed because generic AI tools couldn’t handle the compliance requirements. Auto-generated emails missed required disclaimers. Chatbots gave inaccurate product information. The compliance team vetoed every AI proposal as too risky.
Governed AI that compliance approved
Configured per-action autonomy controls: AI drafts all client communications but requires advisor approval before sending. Compliance-approved templates loaded with mandatory disclaimers and product information rules.
Revenue AI began drafting client follow-up emails and policy renewal reminders. Advisors reviewed and approved each communication with one click. Average draft accuracy: 94% (minor edits only).
FCA compliance review of AI-assisted communications found 98% adherence to regulatory requirements. Full audit trail showed every AI decision, advisor approval, and client interaction.
After proving reliability, the compliance team approved Full Auto mode for appointment confirmations, document request follow-ups, and internal CRM updates. Advisor time saved: 6 hours per week per advisor.
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