Income And Expenditure (I&E) Hub FAQs

Onboarding

What IE Hub IP addresses do we need to whitelist?


Our IP addresses will be provided to you when you sign up with us in our sign up form. Since these are secure, it is not possible for us to share this information over the internet.




What IE Hub domains do we need to whitelist?


You will need to whitelist our live domain *.iehub.co.uk as well as our test domain *.dynamatix.com




Will I need to provide IE Hub with the IP address(es) that we use?


During on-boarding, based on mutually agreed security requirements, our preferred method is for you to provide us your IP addresses that our servers will accept connections from when your staff connects to your designated CRM portal. We understand however that this is not always practical during Covid-19 period, for example if you have a large number of home-working staff. Once you are on-boarded to the CRM portal, your designated Admins can also add or change the whitelisted IP addresses from within the CRM portal or by sending us a request.

If you choose to provide us with your IP addresses, we will need your public facing IP address. If you are a mid-size or large company then your IT department will be the best place to get this address from. Remember that there might be several public facing addresses for your business if you have multiple sites. Also, some companies switch IP address at a pre-defined frequency (such as hourly) to protect against cyberattacks.

If you are a small firm with a limited or outsourced IT department, then you can also use a simple Google search such as this to find your IP address. https://www.google.co.uk/search?q=how+to+know+what+is+my+ip+address




How will we receive data from IE Hub?


When you setup with IE Hub, based on your subscription plan and agreement, you will be provided several options on how to receive data shared by your customers using the IE Hub consumer portal. These options include:

a) viewing these on your CRM portal (provided by IE Hub)

b) receiving the information into your SFTP folders set up for you

c) receiving the information in your CRM system if you integrate with IE Hub REST APIs

d) receiving a secure email with the information

We will work with you to discuss the most appropriate and secure delivery method for your business.




What happens after we sign up to a plan from the website?


IE Hub team will contact you with our standard on-boarding forms within one working day. These will ensure that we on-board you securely and quickly on to our network and also provide you and your team access to the CRM portal.




How quickly can we be live on IE Hub?


If you work with us promptly during the on-boarding process, we can get you live on the IE Hub platform in as little as 2 working days from sign up! This means that your customers can start sharing information with you and you can start receiving information using the CRM (i.e. Creditor Portal) as well as get data feeds from IE Hub, based on your subscription plan, into your sftp folder. We will also provide you guidance on how to re-word your website, emails and letters as well as your modify your operational processes and agent scripts so that you can start pointing your customers to IE Hub's digital channel.




We want some changes to your standard agreements. Can this be done?


If you have purchased "IE Hub - Advanced" subscription package then we will gladly discuss changes that you need to our standard agreements. However, we need you to notify us of the changes that you want within the 30 days money back guarantee period.




Tell us more about the 30 Days Money Back Guarantee.


If you sign up over our website, in the unlikely event that you are unsatisfied, you can cancel your annual contract within 30 calendar days of signing up, and we will refund all the charges made to your credit card. Simple.




Where can we find the agreements between us and IE Hub?


When you sign up to a subscription plan, you essentially agree to the following two agreements: Agreement for the Supply of Information Services: This agreement governs the sharing of data between your customer and you ("Client") using the IE Hub system. Software-as-a-Service Agreement for IE Hub’s CRM System: This agreement governs the provision of IE Hub's CRM portal (i.e. Creditor Portal) which is essentially a Software-as-a-Service agreement where IE Hub acts as a data processor for you ("Client"). You can review these agreements on the links provided above as well as download these for safekeeping from those links.




We do not have access to a credit card. Can we pay using bank account?


Yes, indeed. After signing up on our website, please do not set up the payment using card but contact our onboarding team at joinup@iehub.co.uk and they can help you set up a standing order to pay directly from your bank account into ours.




Can I review IE Hub policies?


Yes, IE Hub will be happy to share our policies to support your compliance and procurement processes. Our team will share these by request, please contact joinup@iehub.co.uk to register your interest.









Services

What services does IE Hub provide?


IE Hub provides both:

a) A consumer facing platform https://iehub.co.uk/ where consumers can provide their Income & Expenditure information at their own pace and share with multiple parties.

b) A Customer Relationship Management (CRM) system for companies where advisors can input or modify information provided by consumers. The CRM system can be used by the advisors if they are on phone with the consumer as well as if the consumer has provided information to them in an offline manner. The CRM system also has the following options:

i) Sense checking consumer data - this is done using a credit bureau such as Trans Union (formerly known as Callcredit) where we can flag information provided by consumers that is outside the tolerances with the information held by the credit bureau. When using this option, a bureau membership is needed and we will connect with your bureau using APIs.

ii) CRM only mode - this option provides the ability to record, view and modify information provided by consumers with no access to credit bureau data. This is useful for companies or public bodies that only want to have consumers self-serve and do not have credit bureau membership.




Do we need credit bureau membership?


You do not need to have credit bureau membership to use IE Hub. You can use IE Hub solely as a self-service system for your customers. Your customers will be able to provide their information on the consumer portal at https://iehub.co.uk/ and you will be able to:

a) view these on your CRM portal (provided by IE Hub), or

b) receive the information into your SFTP folders set up for you, or

c) receive the information in your CRM system if you integrate with IE Hub REST APIs, or

d) receive a secure email with the information




Will we need to direct our customers to you?


This is entirely up to you and what works best for your business. Many of our clients choose to include a summary of our services and include a link to our customer login page (https://iehub.co.uk/) in a mailing campaign. However, if required we would be happy to contact your customers on your behalf to introduce ourselves and the services that we offer. We will work with you during the onboarding process to find the best solution for you.





Compliance

What is the Standard Financial Statement (SFS) and is IE Hub compliant?


The SFS is an industry-wide format used for summarising an individual’s income and expenditure and is provided by Money Advice and Pensions service. IE Hub’s use of intelligent questioning means that your customers will complete a fully SFS-compliant income and expenditure form without the need for lengthy forms, which can often seem off-putting to customers. More information on SFS is available here: https://sfs.moneyadviceservice.org.uk




Does IE Hub conform to Treating Customers Fairly (TCF) guidelines?


We know the importance of TCF, and by using our CRM (i.e. creditor portal) you can verify that the information you are using is accurate and up-to-date, without the need for a lengthy phone call. This also means that when evidencing TCF there is no need to provide lengthy call recordings, as all the information is available to easily export from our portal.

Moreover, you can also track your customer's journey over their lifetime in the CRM system.




What General Data Protection Regulation (GDPR) compliance does IE Hub offer?


IE Hub is fully compliant with GDPR, with the customer having full control of their data and who they share this with at all times. IE Hub staff have no access to customer data at any point.

All data is held on dedicated UK servers hosted by companies which ISO 27001 certified.




What security information can I find out about IE Hub?


All customer data is stored on secure, dedicated servers in the UK at all times with ISO 27001 certified hosting providers. Personal information is stored encrypted in database.

You can decide your own password policy for your staff to use IE Hub CRM system as well as whitelist the IP addresses that your staff can access the CRM from.

We undertake regular penetration testing, vulnerability scanning and have 24*7 intrusion detection and prevention systems.

We also have a full disaster recovery plan and systems in place.

More details: https://www.pdm.network/security





Managing an I&E

How can our customers share their I&E with us?


Sharing an I&E is simple with IE Hub's consumer portal. Once your customer has completed their I&E they will have access to the share page:

They can also access the share page by clicking on the preview button on the top right menu:

They can then select your company (and any others that they wish to share with) from the drop-down list:

They can then add the reference number provided by your company and click on “Add to Share List” button followed by "Continue"..

Your company will then be added to their share list. The customer will then need to click the Continue button for their I&E to be shared with your company:

Alternatively there are also email and print icons which allow your customer to print or email a copy to you:




Our customer has already completed an I&E with IE Hub, how can they share this with us?


If they already have an updated I&E, this can be done quickly without the need for completing a new form. They will need to simply log into the portal, click on the Preview button to see an overview of their I&E: From there they should select the Share icon: They should then select your company name from the drop-down list, add the reference number provided by your company and click the Continue button for this to be automatically shared:




Can our customers preview their I&E before sharing it?


If your customer wishes to preview their I&E to ensure that all details are correct before they share this they can easily do this by selecting the Preview button at the top of the screen:




How can our customer share their personal information?


If there has been a change to your customer’s personal information (e.g. number of people living in household/ employment status etc.) they will need to update their profile details. When they are logged in to the portal, this can be done easily and quickly by clicking on their name at the top right of the screen, and then clicking Profile: This will display the information that is currently held- to edit this they will need to click on the edit button in the top right hand corner: They can edit any information that needs to be changed, and when they have completed this simply click Save:




What information should the customer provide for the reference number?


When sharing an I&E it asks the customer for a reference number. This is the personal reference number assigned by your company to the customer's debt (such as the account number or customer ID). Without this reference number you may not be able to allocate the I&E to the correct account, and as such it is mandatory for the customer to include a reference number:




Do our customers need to complete each question in one go?


We would advise that they complete all questions before sharing their I&E with you, however this does not need to be done in one go as it can be saved at any point by clicking the Save button at the bottom of the page:

Your customer can then simply log in and pick up where they left off at a later point, for example if they have to verify any information or if they have an unexpected interruption. We have designed the process to be as quick and easy as possible, and they will only be asked questions relevant to their circumstances based on the answers that they have provided to previous questions.




Can our customer provide extra information regarding their circumstances?


Yes. There are numerous opportunities when completing an I&E to add extra notes. These will be shown by the "Add Notes" button:




What happens if our customer forgets their password?


If your customer forgets their password to the portal, they can simply click the Forgot Password link on our login page. They will then enter their email address and a new password will be sent via email. This will be managed entirely by us and you won’t need to have any dealing with this.




Are we able to delete an I&E if a customer tells us they wish this to be deleted?


Yes, if your customer informs you that they wish you to delete their I&E you can do this by following the following steps: Login to the CRM and navigate to Customer Delete Requests: Click on the Delete Customer button: Select the customer by using the Search function: Once you have located the customer using their reference number click the Delete button: Click OK in the confirmation popup box:




How do we delete an I&E if the customer has raised a deletion request from the customer portal?


If you are an Admin in the CRM system, then login to the portal and navigate to Customer Delete Requests: Click the Delete Customer hyperlink for the customer that needs to be deleted: Click on the Delete button in the confirmation popup: Click OK once you have received confirmation of the deletion:




Can we export our customers' data when using the CRM?


Yes, when you are using the CRM system you can select the data that you wish to view and export this to a Microsoft Excel file. You need to be assigned an Admin role to perform this action. To do this, login to your CRM account and navigate to Creditor Admin and then Admin Reports: Select I&E Report from the left hand side, then use the search function to select the data that you wish to view, for example by entering a specific date range. Click Export To Excel, and this will export Customer, Income and Expenditure, and Debts data to Excel in seperate sheets:




Will we know if a customer's I&E has been submitted by a debt advice company?


Yes, to give you confidence in the quality of the data if their I&E has been submitted by one of the debt advice companies that we partner with the following stamp will appear on their account, along with the name of the debt advice company that submitted this.




Will we know if a customer has used Open Banking to complete their I&E?


Yes, to give additional confidence in the data quality if your customer has used Open Banking to populate their I&E you will see the following badge on their account in the CRM:




Can we see at a glance how much money a customer has leftover at the end of each month?


Yes. On the right hand side of your screen you will be able to see how much is left at the end of each month. This is split into 3 sections: What's Leftover?: this takes into account their income, fixed and flexible outgoings, and all debt repayments Disposable Income (Excl. all debt repayments): this takes into account their income and fixed and flexible outgoings Disposable Income (Excl. Non-priority debt repayments): this takes into account their income, fixed and flexible outgoings and priority debts




Can our customer send supporting documents with their I&E?


Yes, they can upload up to 10 documents. When they click to share their I&E the following screen will be displayed: They can then click on the Add button, and on the next screen they will be able to upload their document(s) and name them as necessary: Once completed they can click save and continue to share their I&E.




How can we view documents that our customer has uploaded?


In the CRM click on the Documents tab on the left hand side: This will then show a list of all the docuemnts that the customer has uploaded: Click on hte document icon that you wish to view. This will open the document in a new window- you can view, save or print this. Once you have finished, click Close. On the top right hand side you also have the option to delete or add documents. If you add a document the customer will be able to see this when they log in to their account.





Miscellaneous

Will you advertise our partnership?


With your consent we would be delighted to advertise our partnership on our website, on social media etc. and we would be more than happy for you to do the same. As part of the onboarding process we will discuss this with you in greater detail.




Are you able to provide us with a demonstration of your systems?


Yes. Please contact us by email on joinup@iehub.co.uk or by using the contact form on our website: https://www.pdm.network/contact-us and one of colleagues will be in touch to discuss your requirements and how to progress this.




How can I get in touch with you?


Please contact us by email on joinup@iehub.co.uk or by using the contact form on our website: https://www.pdm.network/contact-us and one of colleagues will be in touch.




We have received an I&E in the post form our customer who has completed this with IE Hub. Can we find out more details of your services?


For details of the products that we offer please click here. For further information, and to discuss your individual requirements please get in touch via joinup@iehub.co.uk