CrestwellQuestions, answered.
The practical questions brokers ask before they trust software with a client file - consent, data, accuracy, and getting started.
Recording & consent
Do I need client consent to record meetings?
Yes - clients should be informed and give their consent before you record a meeting. In practice most firms mention that the call is being recorded at the start of the meeting and reflect it in their privacy notice. Crestwell also works from documents your firm already holds. This is practical information, not legal advice - speak to your compliance function or network about how recording fits your firm's policies.
Data & security
Where is my clients' data stored, and is it secure?
Your client records, documents and transcripts are stored in the EU (Ireland), and transfers for AI drafting run under UK data-transfer safeguards. Data is encrypted in transit (TLS) and at rest by our infrastructure providers, and row-level security means each user sees only their own clients and cases within their firm. Nothing is finalised without a broker reviewing it first. Read the detail on our security page.
Is my clients' data used to train AI models?
No. Your data is processed by our AI provider under commercial terms that prohibit using it to train models.
Accuracy & review
What does the AI draft, and what do I approve?
Crestwell transcribes the meeting, pre-fills the fact find field by field, classifies uploaded documents against the case checklist, and drafts the file note and Consumer Duty prompts. You review each of these - accepting, editing or rejecting - and press Mark finalised when you're happy. Nothing goes on the file until you approve it.
How accurate is it, and who's responsible for the final file?
The transcript quote shows against each extracted field, wherever the transcript supports it - with a timestamp on recorded meetings; document-sourced fields show their source. So you can check each against the evidence and Accept or Reject before anything commits. The fact find and file note stay drafts until you sign them off - Crestwell drafts for you to check and never makes an automated decision. You remain responsible for the advice and the final file.
Getting started & billing
What happens after the 14-day trial?
Your trial gives your firm full access to your chosen plan for 14 days. Choose monthly (cancel any time) or annual (two months free) - prices are per firm, per month, excluding VAT. We'll confirm your billing details with you before your first payment.
Can I cancel any time?
Monthly plans can be cancelled at any time. Annual plans run for the year in exchange for two months free.
How many advisers can I add, and what are the roles?
Starter includes up to 5 seats, Growth up to 12, and Scale up to 24. Every account has owner and member roles, so you decide who can do what - and you can upgrade at any time as your team grows. Running a larger network? Talk to us.
What counts toward my monthly fact-find allowance?
Each fact find you create counts once toward your plan's monthly allowance - that's 40 per broker seat, pooled across your firm: 200 on Starter, 480 on Growth, 960 on Scale. Allowances reset each month; beyond them, extra fact finds are £1.50 each, or move up a plan.
Something we haven't answered? Talk to the founder - typical reply within 24h.
Try it on your own cases.
Start your 14-day trial and see how Crestwell fits the way your firm already works.