Time after time, we get requests to send copies of documents that have already been posted on the portal because clients cannot now access them. This seems to apply to documents they have acknowledged as well as those for completed cases.

If we send by email, we remove the secure transfer of information; if we secure the email, clients get frustrated; so we resort to sending documents via WhatsApp. We have enough work to do to stay on top f developments, offering advice and submitting/monitoring cases, etc. .without the need to duplicate these efforts. Can we not make all case documents, whatever their currency. available always?

Hi Smartr, the platform not allowing clients to access docs post completion is massive for us and places a lot of risk on the firm. We use Smartr as a secure sharing platform with our clients and is where we share our advice with them.

Allow me to give you an example – We complete some insurance for Mr with various suitability letters and key Information which he will potentially need access to in the future. As soon as the insurances are moved to completed everything disappears.

From our perspective this is a risk and I’m keen to understand if this can be fixed so I can weigh up our options with whether to remain with Smartr.