Four people sent us identity documents and were never given anything. Passports, driving licences,
National Insurance numbers — handed over to buy a company, and then nothing. We are holding their personal data
with no service delivered and no live conversation. That is a service failure and a data protection exposure at
the same time, and it does not fix itself by being left alone. These four are priority 1 in the dispatch queue,
above every filing deadline, because a deadline can be paid late and a person cannot be un-ignored.
Lost — gave us ID, matched to no company
The call script
Phone first. An apology sent by email reads as an administrative task rather than an apology. Read the whole
folder before dialling so you never ask them to re-send something we already hold.
"Hello, is that [name]? My name is [your name], I'm calling from Supreme Advisory."
"I'm calling because some time ago you sent us your details about setting up or buying a limited
company — and we never came back to you. That was our mistake, and I'm sorry. I'm going through our
records properly now and your name was one that had been left."
"Can I check three things with you so I can put it right?"
One — "Do you remember which company it was you were after, or what kind of business you
wanted it for?"
Two — "Did you pay us anything at the time, and roughly when was that?"
Three — "Is this still something you want to go ahead with?"
"That's really helpful, thank you. Whichever way you want to go, that's fine. If you'd
like to carry on, I'll get it moving properly this week and you'll have my name and number. If you'd rather not,
I'll have the documents you sent us returned and deleted, and confirm that to you in writing."
"Either way you'll hear back from me by [specific day] — you won't be left again."
Do not ask for money and do not sell anything on this call. It is an apology and a fact-finding call. If
they paid and got nothing, that is a refund question for Supreme to decide — take the facts, promise a written
answer, and escalate the same day. Guessing what we owe someone is worse than saying you will find out.
Conflicts — our record and Companies House disagree
These cannot be resolved by preferring one file over another. Both positions must be checked at source, and
where they genuinely differ, both get recorded and flagged rather than one being quietly chosen.
Stale — already appointed, but our profile does not know it
Each of these profiles says "no company assigned" or "awaiting appointment". Companies House shows the person
already appointed, in some cases months ago. The ID store and the register have drifted apart, which is how we
end up chasing an AP01 for someone who is already a director.
Current directors — reconciled
These match the register. No action beyond ordinary housekeeping, though several still have documents
outstanding.
A resigned director's record is valid AML history, not an error. Never delete one. Relabel it as former,
keep the dates, and keep their personal code recorded against them. Deleting it destroys the audit trail — and
a personal code belongs to the person for life, so it will reappear the moment they take another appointment.
Unattributed documents
Files in the store with no owner. Several are identity documents. Every one is potentially somebody we owe an
apology to, and we cannot apologise to a person we cannot name.
The three company printouts are the strongest lead in the whole store. Ferdine Ltd, Riley Travis Limited
and Ruthie Benson Limited are not in our client book and not in the shelf stock. Look each one up at Companies
House, find who its director actually is, and you have almost certainly found the person who sent it — and what
they ordered.
Handling. Everything in _ADMIN/OPERATIONS/NOminees/ is a personal identity document under UK
GDPR. Do not email these, do not upload them anywhere, and do not move them outside the store. Identify from the
image and move it within the folder structure only. If someone asks for their documents back, that goes to
Supreme — never actioned by an admin directly.