Ensuring you get all the relevant information you need from your adviser to write the best suitability report for the client is not always easy. Rachel Whittaker, member of the PFS Paraplanner Panel, offers some tried and tested tips that might help.
As paraplanners, we are often tasked with writing suitability reports based on what we are given, whether that’s a fact-find, adviser notes, or a scribble on a Post-it note! If you work in a firm where paraplanners don’t routinely attend client meetings, it can feel like trying to build a jigsaw with half the pieces missing.
I’m sure your planners have their go-to phrasing, a client who “wants to retire comfortably,” or who “wants to invest surplus cash.” That’s it. No real context, no priorities, no insight into what actually matters to the client. Often, it’s not that the adviser hasn’t had these conversations, it’s just about getting what’s in their head into our hands.
Through experience, you will come to realise that you can create the most detailed handover template in the world, but a busy adviser won’t always fill it in, especially when they’ve got a full diary of meetings ahead.
So what if the answer isn’t better forms, but better questions?
Why it matters
If you’ve got a good working relationship with your advisers, you don’t want to challenge them unnecessarily or pick holes in their handovers. We just want to do a good job, and that starts with understanding the bigger picture.
When we ask the right questions at the right times, we can:
- Save time by reducing amendments later on
- Avoid assumptions that could lead to unsuitable advice
- Help planners clarify their own thinking
We’re not just writing reports, we are helping to shape the advice.
Common issues we see
It’s not unusual to start a case and come across a few familiar frustrations:
- Objectives that could apply to literally anyone
- Little or no rationale for why something is being recommended now
- No mention of emotional drivers or potential vulnerabilities (fear of running out of money, family pressures, indecision)
- Incomplete financial information
These things might seem minor in isolation, but when you’re left chasing extra information, it can eat into your productivity and delay turnaround times.
Better questions, better 0utcomes
If you need to go back to the planner, make it count, bundle your queries into one, rather than drip-feeding as you go along. Planners will always prefer a single, focused request over constant back and forth.
It also helps to consider your tone. For example:
- “It’s really clear what your recommendation is and how we’ll achieve it. Could you just give me a bit more detail on the client’s specific objectives?”
will land far better than: - “I’ve got no information on the client objectives.”
Other prompts that can help:
- “Thanks for your notes, did the client mention anything in particular that felt like their main priority?”
- “Was there a reason this investment route was chosen over X, Y, or Z?”
- “Any soft facts or other circumstances that you think would be useful to include in the report?”
Tone is everything. It’s about curiosity, not criticism.
A note on AI
We’ve started testing out a few AI tools in our practice, mainly for summarising meeting notes, checking for gaps, or even generating basic suitability templates. They’re not perfect (and definitely not a replacement for human judgement), but they’re helpful for spotting:
- Contradictions or repetition in notes
- Vague or missing objectives
- Mismatches between goals and what’s been recommended
AI isn’t going to replace paraplanners, but it can help us ask smarter, more effective questions. This article isn’t about AI, but I’m a big believer in using tech to support what we do. Make it work for you, and then there is far less danger that it can replace you!
Shifting the handover mindset
A few things that have worked well in our team:
- Weekly 30-minute catchups with planners to run through live cases. The more we talk before the handover, the more information you can ‘download’ from the planner that you can use in your report. If you also keep track of things that a particular planner often forgets, this can be your opportunity to remind them of the information that you will need pre-handover.
- Book a 15 to 30 minute slot in your advisers diary before writing reports on more complex cases. Come prepared with everything you need so you’re using their time wisely.
This doesn’t need to become a battle. Most planners want to do good handovers, they’re just rushed. A bit of structure and a few good questions can go a long way.
Final Thoughts
Just because we’re not in the client meeting doesn’t mean we can’t influence the quality of the advice. Asking better questions is one of the most powerful tools we have.
It shows we’re thinking, that we care, and that we are doing more than just a box ticking exercise. Whether it’s helping an adviser clarify their reasoning or spotting a client concern that was missed, we add value through curiosity.
And if there’s one soft skill paraplanners don’t get enough credit for, it’s that.
Main image: 2h-media-3q4V539j_bw-unsplas
