Problem Number: 468

Affected System: Pulse Decision Logic

Issue summary

When this issue occurs, Pulse presents incorrect debt solutions to the client based on their financial situation / circumstances. This can present itself as either:

  • being presented with a solution that is not appropriate
  • not being presented with a solution that would be appropriate.

The impacts of this are:

  • Bad client experience
  • provision of incorrect / inadequate advice (potential breach of CONC guidance on debt advice / other FCA regulations)
  • delay to provision of advice and activation of plan
  • poor experience for advisors and colleagues delivering the advice
  • time and resource required to investigate and resolve potential decision logic issues

 

Current Workaround

Raise a fresh ticket  which will be assigned to App Support - ensure you state if you where able to manually over ride the solutions. 

Manually override the solutions so the client is not stuck.

Permanent Solution / Accepted Workaround

 This Problem was resolved in June 2025 with the roll out of FICO.