From admin burden to seamless service: How Rory Albon transformed his LOA process with Timeline

Letters of Authority (LOAs) are a necessary but often time-consuming part of the advice process. For Rory Albon, Founder and Independent Financial Planner, the old approach involved multiple tools, manual steps, and significant administrative overhead. Since adopting Timeline’s LOA functionality, that picture has changed considerably.

The challenge

Before Timeline, Rory’s LOA process was built around a combination of tools that required constant manual intervention:

• Tracking outstanding LOAs in a spreadsheet
• Using a paid e-signature tool (Adobe eSign) to obtain client signatures, then manually downloading, password-protecting, and emailing each PDF to the relevant provider
• Handling rejections when providers did not accept certain forms of electronic signature
• Chasing providers manually, including by post for those still requiring wet signatures

In some cases, Rory would need to post documents to clients, wait for them to be returned, and then post them to the provider, with follow-up chases every couple of weeks.

“It’s a thousand times easier than what it was, for sure.”

Rory Albon, Founder & Independent Financial Planner

The Timeline solution

Rory adopted Timeline’s LOA functionality, powered by the Pension Lab network, and describes the change as straightforward: “plug in the details and essentially forget about it.”

Key features that have made a difference for his practice include:

• Automatic chasing – the system sends first, second, and third chase communications on his behalf, removing the need to manually track and prompt providers
• ETA visibility – historical turnaround data allows Rory to set client expectations proactively, reducing anxiety during what can be an uncertain period at the start of a new advice relationship
• Inbound scanning – when providers return paper copies to Pension Lab, they are scanned and made available digitally, saving Rory from processing documents himself
• Provider routing intelligence – Pension Lab’s database identifies the correct contact point for each provider and policy, removing the guesswork from submissions

The impact

Research from Pension Lab* suggests that digital LOA management can reduce the time involved in the process by up to 80% compared with traditional paper-based approaches. Rory broadly agrees with that estimate, noting that even on a like-for-like basis with providers who were already relatively efficient, he is saving around half the time previously spent.

Beyond time savings, the change has had a positive effect on the client experience. LOAs typically arise at an early and important stage in the advice relationship, when clients have high expectations and limited patience for process delays. Timeline’s automated communications and status updates mean Rory can keep clients informed without the process consuming his time.

The result, in Rory’s words, is more time to focus on “things that are actually going to drive revenue and bring money into the business” – rather than administration.

“It takes a ton of time off us to focus on actual, meaningful client work, and not administration.”

Rory Albon, Founder & Independent Financial Planner

Would he recommend it?

Rory is unequivocal: “Definitely would recommend it to other advisers, and I have done with a few already moved over.” For advisers and firms, looking to reduce time spent on LOA administration and improve the early client experience, Timeline’s approach offers a practical and measurable difference. Ready to explore how it could work for you?

Visit our LOA page for a closer look, or get in touch with our team to discuss how it could work for you.

*Pension Lab case study: Just Group's adoption of digital LoA management. Source: https://thepensionlab.co.uk/homepage-blog/54

This case study is based on a recorded interview conducted in May 2026. It has been reviewed and approved by the adviser prior to publication.