13 Creating a new case - Redress Manager 2023

Redress Manager 2023
Creating a new case

When creating a new case the ‘Case Information’ box appears. This is a new addition to Redress Manager due to the inclusion of Investment and PPI cases.

Select from the option the type of case that you wish to create. The system will then automatically reveal the main entry screen for the case type selected.

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Case Type Endowment mortgage

Investment related

Loan reconstruction

Premium roll-up

Monthly premium payment protection

Mortgage reconstruction

Pension related

Pension mortgage

Single premium payment protection

Whole of life policy

All of the following items are optional but they can be used for MIS (Management Information Systems) reporting and to aid with the production of your FSA reports

Sub-category These are based on the Case Type and can be changed via the ‘Other Info’ – categories option

Initial setup for PPI are: Credit card, Mortgage, Motor finance, Personal overdraft, Retail credit, Second charge mortgage, Unsecured personal loan, Card protection plan

Distance contract Select if this policy was not sold face-to-face

Created This is the date the case was created

Case status A selection of case status for this case and these can be changed via the ‘Other Info’ – case status option

Claim status Status of claim

Sent to FOS Select if case has been sent to FOS

Date Date case went to FOS

Third party involvement Select to indicate a third party - Case Management Company (CMC) was involved with this case

Date received Date case was received

First response date Date of the first response

Last response date Date of the last response

Case checked Select if the case has been checked

Note that once a type of case is selected its title appears in the bottom, central tab of the main screen (‘Endowment mortgage case’). If no case type is selected it will show ‘Case Type’ in the description as indicated in the examples below.

* Note that if a Case Type is changed or you move between calculators (e.g. Multi-lender to Investments) after a case has been created a warning message will be presented. Specific adjustment and descriptions will not filter through correctly if the case type is not changed first.

Warning: Changing the case type will not automatically change the calculator best suited to the case. This means that in some instances data from one case type can not be found in another. Therefore, it is highly recommended that you check the case to make sure it is still correct after the change!

After you change the case type you will get a warning message.

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If you choose to continue from this first message by clicking on ‘OK’, a second warning message will be presented informing you of the risks of changing the case type. If you still wish to continue then select ‘OK’, if you do not wish to continue however, click on the ‘X’ in the top right hand corner of the warning box.

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Changing the calculator (e.g. between Multi-lender and Investment) will prompt a warning message stating that a change to the Case Type is also required. Again specific information available in one calculator may not be available in another (for example Dividends).

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