Client Document and Equipment Posting Procedures

Handling client property with care and precision is essential to preserving trust and data integrity. Whether clients collect in person or request postal delivery, we must follow the correct steps to protect sensitive materials and minimise risk. 

Delivery Options 

There are three delivery methods: 

1. In-person collection by the client (recommended) 
2. Postal delivery via Royal Mail Tracked 24 with signature 
3. Courier delivery, where relevant 

Please inform the Business Support Team via the Admin Request Portal when making arrangements for either collection or delivery, as they need to update the Book & Records (B&R) register. 

Client Pick-Up Protocol 

If a client is collecting documents and/or equipment in person, the following steps must be followed: 

1. Notify the Business Support Team via the Admin Request Portal before the collection so it can be logged in the B&R register. 
2. Arrange for the client to collect the items:
   • Verify the client’s identity prior to handover
   • Inform the Business Support Team to update the B&R register with:
     • Client name 
     • Description of items collected 
     • Date and time of collection 
     • Name of person collecting 
     • Affinia contact handling the return 
3. Ask the client to sign the acknowledgment of receipt. 

Send the signed acknowledgment of receipt to Business Support.  

Procedure for Postal Delivery 

If a client explicitly requests postal delivery of documents and/or equipment, you must first ensure they sign the postal disclaimer then follow these steps: 

Packaging 

1. Use sturdy, tamper-proof packaging for all items. 
2. Ensure packaging protects against physical damage and unauthorised access. 
3. Secure sensitive documents in double envelopes sealed with tamper-evident packaging. 

Mailing and Tracking 

1. Dispatch items via recorded delivery (e.g. Royal Mail Signed For or Special Delivery). 
2. Record the tracking number and share it with the client via email as well as Business Support. 
3. Update the B&R register with: 
   • Date of dispatch 
   • Tracking number 
   • Description of contents 
   • Name of the Affinia staff member handling the return 

Important Notes 

• All postal costs for sending documents or equipment must be disbursed to the client. 
• Before returning or posting any documents or equipment, you must verify that the items belong to the correct client. 
• Never post USB drives, memory sticks, or any portable storage devices due to the risk of data breaches. 
• Clients must sign the appropriate form to acknowledge either collection or delivery. Refer to Appendix A and Appendix B in the ‘Client Document and Equipment Posting Procedures’ (found on Cezanne) for client-signed forms required before dispatch or upon collection. 

If you have any questions, please do not hesitate to reach out to speak to your local business support team.

Many thanks,

Tanya Johnson