Trust
How We Work
Last updated: 29 October 2026
The short version: everything Omniron does, and everything your team does in Omniron, has a written procedure. Each one says who does it, when, the steps in order, the checks, and the record that is kept. Each shows the date it was last checked, and each is checked at least every 6 months and after any FCA rule change that affects it.
Procedures Your Team Gets
Written for the people who use the dashboard, with every button and page named as it appears on screen.
| Procedure | Who it is for |
|---|---|
| Daily Email Review | Your team |
| Handle a Complaint | Your team |
| Support a Vulnerable Customer | Your team |
| Handle a New Claim | Your claims handlers |
| Check Renewals for Fair Value | Your team and compliance lead |
| Monthly Board Reporting | Your compliance lead |
| AI Oversight: Weekly Sample Check and Setup | Your named sample checker and firm admin |
| Handle a Customer's Data Request | Your firm admin |
| Oversee Your Appointed Representatives | A principal firm's compliance lead |
| Report a Claim Online | Your customers, on your firm's claims form |
Procedures We Follow
How Omniron runs the service for you, in the same order every time, so nothing depends on memory.
- Make and Release a Change
- Onboard a New Firm: From Signed to Live
- Set Up a New Firm
- Switch a Product On or Off
- Daily System Checks
- Change the AI Instructions
- Handle an Outage
- Set Up a Principal Firm and Its Appointed Representatives
- Two-Step Sign-In: Require It and Reset It
- Connect a Microsoft 365 Inbox
- Switch the AI Check to UK Processing
- Open a Firm's Records
- Hand Back a Firm's Data and Close Its Account
How a Change Is Made
Every change starts as a written record of what it should achieve. It is built and tested away from live records, using made-up data only, and the procedure it affects is updated in the same change. A change to the AI’s instructions is tested against a fixed set of made-up emails first, and the result is recorded. Every change is kept on record: what changed, why and when.
When Something Stops
The service is checked automatically, and we are alerted if any part stops answering. Your customer emails stay safe in your own inbox, so nothing is lost. If your emails have not been checked for more than 2 hours during working hours, we tell you the same working day, and say when we will update you next. Afterwards, every email that arrived in the meantime is checked, and we compare your inbox with your records so none is missed.
What Your Firm Gets at Set-Up
- The procedures for your team, for each product you take.
- Your AI Oversight Setup, written with you: who answers for the AI at your firm, who reviews flags, who does the weekly check and who handles urgent cases.
- A walkthrough for everyone who uses the dashboard.
- Your first week of flags reviewed together.
How Long Set-Up Takes
Each timeline starts once we have what we need from you.
Compliance Autopilot
- Days 1 to 2: logins and your firm set up
- Days 3 to 7: inbox connected, AI Oversight Setup written with you, test emails checked
- Days 8 to 14: switched on, a walkthrough, your first week of flags reviewed together
Claims Intake
- Days 1 to 3: your claims form set up, and a test claim sent and closed
- Days 4 to 7: a walkthrough for your claims handlers, and the form added to your website
- Days 8 to 14: first real claims, and a check-in call at the end of week 2
Renewal Comparator
- Days 1 to 2: switched on, and the upload template sent
- Days 3 to 7: your first upload checked together on a call, and a walkthrough
- Then monthly: upload, review, and a Fair Value Pack for your board
Principal View
- Week 1: your login, your appointed representatives added, and their agreements recorded
- Weeks 2 to 3: each appointed representative's inbox connected, 1 by 1
- Week 4: a walkthrough, and your first Monday alert
The Voice & Out of Hours Logger’s set-up is added here once it launches.
See an Example
Ask us for a copy of Handle a Complaint, the procedure your team follows from the moment a complaint arrives to the final response, at enquiries@omniron.co.uk. For how your data is handled, see How We Handle Your Data.