Your questions answered
Who can join, how we check you, who can see your name and what you can post.
Joining CaseHelp
Who can join CaseHelp?
CaseHelp is for people who work at FCA-authorised mortgage and protection firms. That means advisers, trainee advisers and admin or support staff. It is not open to the public.
How do you check I am an adviser?
You give us your IRN and your firm's FRN when you sign up. We check that your IRN is linked to your firm on the FCA register. If it all matches, your account goes live. If not, a real person checks it by hand.
Can admin staff join without an IRN?
Yes. Admin staff join through an invite link from a verified adviser at their firm. You can also enter your firm's FRN and ask an adviser at your firm to approve you.
Can trainee advisers join?
Yes. Trainees join with their firm's FRN. A verified adviser at the same firm then approves them. Trainees can post cases and reply.
How much does it cost?
CaseHelp is free for advisers, trainees and admin staff.
Your name and privacy
Who can see my name?
No one. Other users only see a random handle, such as Quiet Falcon, and a badge such as Verified adviser. Your name, firm, IRN and email are never shown to other users.
Can I post without my usual handle?
Yes. For a case you would rather keep apart from your profile, you can post under a one-off handle. It is not linked to your usual handle on screen.
Who at CaseHelp can see who I am?
Only our platform admin, and only to deal with a report or a data issue. Every look-up is logged.
Can my firm see what I post?
No. Other users at your firm see your handle like everyone else. A firm principal can add and remove staff, but cannot see who posted what.
Posting cases
What can I post?
You can post any case you need help with in mortgages, bridging, life cover, critical illness or income protection. You can also ask about lender criteria, process and other work issues.
Can I include client details?
No. A case must never name or point to a client. That means no names, dates of birth, addresses, postcodes, phone numbers, emails, policy numbers or account numbers. Before a case goes live, the app checks it for personal details and asks you to remove anything risky.
Can I post medical details for a protection case?
Yes, but only in general terms. For example: type 1 diabetes, good control, age 38. Leave out anything that could link a condition to a person.
What happens if someone posts something they should not?
Any user can report a case or a reply. Posts with enough reports are hidden until we review them. We remove posts that break the rules and can warn or suspend users.
Can I advertise or recruit in my posts?
No. Cases and replies are for help only. Firms that want to advertise or recruit can ask about our sponsored spaces.
Other questions
Do you give advice to the public?
No. CaseHelp is a forum for advisers to help each other. We do not give advice to consumers. If you are a member of the public, please speak to a qualified adviser.
Is there an app for my phone?
CaseHelp works in the web browser on your phone, tablet or computer. Apps for iPhone and Android are on the way.
Can lenders join?
Not yet. We plan to let lender BDMs and packagers answer questions under clear labels later. Lenders can register interest now on our lenders and advertisers page.
Can I delete my account?
Yes. You can delete your account at any time from your settings.
Still got a question? Email hello@casehelp.co.uk
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