Check that every customer commitment has an outcome
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Give every identified customer commitment an outcome supported by evidence or a named continuing action. A clean order screen is not enough if complaints, reserved goods or later promises sit elsewhere. Closing the premises does not make an unanswered customer question complete.
Bring the people responsible for sales, delivery, customer cases and records into one final review. Use appropriate advice for legal, financial and disputed matters; this meeting does not determine entitlement or dissolve the business.
Review outcomes rather than completed tasks
Start from the customer commitment inventory and the current order records. Include commitments added after the original closure plan.
For each reference, ask which position the evidence supports:
| Position | Evidence needed | Remaining action |
|---|---|---|
| Agreed work completed | Relevant delivery or service record and any acceptance question | Preserve the evidence and later enquiry route |
| Expressly agreed change | Actual agreed scope and evidence of what followed | Confirm remaining actions under the changed arrangement |
| Proposed outcome awaiting response | Proposal and current contact history | Keep a named decision and next contact open |
| Complaint, property or money question unresolved | Current case record and known facts | Assign the right continuing owner and adviser question |
Do not use a sent email as evidence of customer agreement. Equally, do not leave a completed action looking open because nobody updated the record. Identify the evidence that supports each status.
Hand over the exceptions with a real next step
An exception note needs the customer reference, current position, evidence location, responsible person and next action or review date. “Monitor” is too vague unless someone knows what event they are waiting for and what to do when it occurs.
For a fictional example, a delivery is complete but an agreed missing-document request remains unanswered. The physical order can be recorded as delivered while the document action continues. Closing both under one tick would lose the promise.
Use the complaint handover guide for cases with a longer history. Preserve contested facts and previous assurances instead of asking the customer to begin again.
Check that the receiving person can act
Ask the continuing contact to explain one open case using the proposed records arrangement. The customer evidence tests help expose access and interpretation gaps before system support ends.
Confirm which decisions that contact can make and which must go to someone else. A person agreeing to receive messages has not necessarily agreed to settle refunds, give technical advice or take over obligations.
Record the meeting’s actual conclusion, including unresolved work. Keep the review available through the approved business arrangements and update it when a material outcome changes.
Give UK Auction Group the confirmed effect on asset release. Identify remaining customer-dependent holds without passing unnecessary personal case detail. The disposal programme can then use a clear list of what is available, what remains needed and who can authorise the next change.
Sources
This guide is general information and education only. Legal, tax, employment and safety decisions may need a qualified adviser who knows your situation. Read the disclaimer.