Claims Workflow Map

Final Response → FOS → Offer → Invoice → Credit Control → Litigation  ·  all brands (Ingram Toft / Allison Allcott / LCG Claims)  ·  updated 2026-08-25
NO OFFER / REJECTED OFFER FOUND offer awarded → client letter YES NO — chase ladder starts still unpaid after day 70 UPLOAD LETTER Final Responses page → Upload FRL letter DOC ALLOCATION AUTO-LINK allocate type FINAL_RESPONSE_LETTER → record auto-created 🤖 AI LETTER BUTTON Textract + Bedrock reads the letter → extracts offer → drafts (~90s) FRL RECORD — Final Responses page frl_final_responses · status: received · one per case OFFER IN THE LETTER? 🚩 REFER TO FOS (button) stamps case "Claim Rejected" + queues pipeline task FOS READINESS CHECK rubric: merits · evidence · dismissal risk · redress TIER ASSESSMENT 1–4 FRL analysis score → tier → fee option CLIENT SIGNS DECLARATION secure link embedded in the offer letter TIER OFFER LETTER SENT ALL fees in ONE table (FOS-stage fee + 25%+VAT) Stripe links: pay in full or 3 instalments PAYMENT RECONCILER (15-min cron) instalments 2 → 3 auto-issued + confirmations FOS PACK → PORTAL SUBMISSION assisted pack · our ref IT-<id> · ack auto-linked by Eden FOS UPHOLDS → OFFER redress awarded → join the invoice path → CLIENT LETTER Draft letter or 🤖 AI letter → review → Send letter email + SMS · status → letter_sent DRAFT INVOICE auto: offer × fee% + VAT · fee block fixed (FCA co-location) APPROVE & SEND INVOICE Stripe invoice + pay-link email · no. FRL-YYYYMMDD-NNNN status → invoice_sent (goes live) CHASE TRACKER ROW invoice_chase_tracker — appears on Invoices page PAID? ✅ PAID — CLOSED CREDIT CONTROL — chase ladder auto-scheduler · send window 08:00–17:00 Day 7 · Friendly Reminder AUTO email (only automatic stage) Day 14 · Payment Follow-up manual approve · email + WhatsApp Day 28 · Formal Demand manual approve · email + WhatsApp + call Day 42 · Pre-Action Notice manual approve · final warning before LBC Day 56 · Letter Before Claim PAPDC: 30 days + 3 annexes (Info Sheet / Reply Form / Financial Statement) Day 70 · Court Claim Draft manual approve · genuine cases only ⚖️ TRANSFER TO LITIGATION button on the invoice → case LIT-YYYYMMDD-NNNN · LBA auto-drafted STAGE 1 · LETTER BEFORE ACTION compliant LBC + PAPDC annexes PDF 30-day window enforced before advancing STAGE 2 · NOTICE OF INTENDED PROCEEDINGS final warning before claim is drafted STAGE 3 · DRAFT CLAIM FORM (N1) balance + 8% interest + court fee particulars cite the LBA STAGE 4 · ISSUE PROCEEDINGS MCOL / court reference recorded signed: Litigation Solicitor 💷 PAID / SETTLED AT ANY POINT close the litigation case → invoice marked paid in the tracker Every payment ask — invoice, chase letter, litigation letter — shows BOTH the Stripe pay link AND bank transfer: Ingram Toft · Sort 04-00-03 · Acc 94660289 (reference = invoice number) + the Ingram Toft logo. Human approval gates everything except the day-7 reminder. Client uploads via task links land in Documents / Doc Allocation automatically. Intake / CRM page AI / data / FOS process Money / success path Decision / scheduled chase Escalation / litigation automatic AI-assisted / conditional

Where things live

  • • Final Responses page — FRL records, letters, invoices (frl_final_responses)
  • • Invoices page — every invoice + chase status (invoice_chase_tracker)
  • • FOS Department page — readiness, tiers, submissions
  • • ⚖️ Litigation page — LIT cases, letters, post queue
  • • Doc Allocation — unmatched uploads queue
  • • Documents — client files (auto-linked uploads land here)

What runs by itself

  • • Day-7 friendly reminder — the only fully automatic chase stage
  • • 🤖 AI letter — reads the FRL, finds the offer, drafts (you still send)
  • • Doc-alloc auto-link — FRL letters create their own record
  • • FOS payment reconciler — 15-min cron, issues instalments 2 & 3
  • • Eden email bridge — FOS acknowledgements auto-link to cases
  • • Upload links — client files land in Documents / Doc Allocation

Compliance rails (do not bypass)

  • • 30-day PAPDC window on Letters Before Claim/Action — individuals
  • • All fees in one block — FOS fee + 25%+VAT always co-located (FCA/ASA)
  • • Court threats only where genuine — FCA CONC 7
  • • Human approval on every send past the day-7 reminder
  • • Exact debt stated — invoice no., amount, days overdue, pay link
  • • Dispute route offered in every escalation stage

1 · Final response comes in

  1. Upload the lender's final response letter on the Final Responses page — or allocate it in Doc Allocation as type FINAL_RESPONSE_LETTER (the record is auto-created, no re-upload needed).
  2. Click 🤖 AI letter. In ~60–90s it reads the actual letter (Textract + Bedrock), extracts any offer, corrects the offer/fee/VAT figures, and drafts the client letter. Nothing is sent. If it says "no offer" but you believe one exists, check the right letter is linked — the AI reads what's there.

2a · There IS an offer → letter & invoice

  1. Review/edit the drafted letter → Send letter (email + SMS to the client).
  2. Create draft invoice — figures auto-calculate from the offer (fee % + VAT). The fee block is always shown in full in one place — never edit it apart.
  3. Approve & send invoice — the client gets a Stripe invoice email (number FRL-YYYYMMDD-NNNN) with a blue Pay Now button AND bank-transfer details (Ingram Toft · 04-00-03 · 94660289, reference = invoice number).
  4. Paid → done. Unpaid → the chase ladder (step 3) starts automatically.

2b · No offer / rejected → FOS

  1. On the FRL record click 🚩 Rejected / no offer — send to FOS. The case is stamped Claim Rejected and a FOS pipeline task is queued automatically.
  2. In FOS Department: readiness check → tier assessment 1–4 (from the FRL analysis score).
  3. Send the tier offer letter — it carries the declaration-signing link and Stripe links (pay in full or 3 instalments; instalment 1 payable upfront). All fees appear in ONE table.
  4. The reconciler cron issues instalments 2 and 3 as each is paid, and sends confirmations.
  5. Generate the FOS pack → submit in the FOS portal (enter our reference IT-<case id> in "your reference") → FOS's acknowledgement email is auto-linked to the case by Eden.
  6. FOS upholds → an offer arrives → go to step 2a (letter + invoice).

3 · Invoice isn't paid → credit control

  1. The ladder runs by days overdue: day 7 auto reminder → day 14 follow-up → day 28 formal demand → day 42 pre-action notice. Everything after day 7 needs your approval in the chase UI.
  2. Day 56: Letter Before Claim — PAPDC-compliant (30 days + Information Sheet, Reply Form, Financial Statement). Day 70: court claim draft.
  3. Every stage states the exact debt and shows the pay link + bank details. Only escalate cases you'd genuinely issue on.

4 · Litigation

  1. On the invoice click ⚖️ Litigation — a case LIT-YYYYMMDD-NNNN is created and the LBA is auto-drafted (email + post letter).
  2. Stage 1 LBA — the system refuses to advance until the 30-day PAPDC window has elapsed (override exists). Then Stage 2 Notice of Intended Proceedings → Stage 3 Draft Claim Form (balance + 8% interest + court fee, citing the LBA) → Stage 4 Issue Proceedings (record the MCOL/court ref).
  3. Letters for post are marked ready_for_post — use the 🖨 print view; the PAPDC annexes go as a PDF attachment/enclosure.
  4. Paid or settled at any point → close the case; the invoice is marked paid everywhere.