How we handle a regulator's query
A regulator's question gets an answer to that question: read closely, drafted by us, checked by you, sent from your own account and tracked until it closes.
A letter from the regulator asking for more information can feel like bad news. Before it is anything else, it is a question. The regulator has read your file, found something it needs clarified or evidenced, and is asking you for it.
How that question is answered matters a great deal. A reply that drifts away from what was asked can raise new questions. A reply that answers exactly what was asked, with the right evidence, lets the regulator get on with its assessment.
Every query on a file we prepare goes through the same steps. This post sets them out.
What a query looks like
A query points at something specific. It might be a year of transcripts the regulator cannot find, an experience letter that gives dates but no duties, a name that appears one way on your degree and another on your passport, or a copy certified by someone the regulator’s list does not name.
Sometimes it is about substance rather than paperwork: the regulator wants more detail on how a part of your training meets a particular standard. Those take more care, because the answer is an argument from evidence, not a missing page.
Either way, the question has edges. The first job is to find them.
Step by step
1. The query reaches you
Your application is filed in your own regulator account, so the regulator writes to you. Nothing passes through anyone else first.
2. You share it with us
You put the regulator’s message into our thread in the Credentis Global portal, exactly as it arrived. A copy of the exact wording matters more than a summary, because the precise words are what we will answer.
3. We read the exact question
We break the query into its parts. What is the regulator asking for: a document, an explanation, or both? Which standard or which item on its list does it refer to? Is there a format or a certifier it names? A query that asks two things gets two answers.
4. We gather any evidence
If the answer needs a new document, such as a letter from your employer that sets out your duties or a fresh certified copy, we raise it as a request in your file, set out in the folder where that document lives, saying what it must contain and who has to sign or certify it. You ask the college or employer, and upload the result into that slot. We review it page by page, as with every other document.
5. We draft the reply
The draft answers the regulator’s question, in the regulator’s own terms, and points to the evidence that supports it. It does not add things the regulator did not ask about, and it does not overstate. If something cannot be evidenced, the draft says so plainly rather than covering it over.
6. You read it and send it
You read the draft. If anything in it is not accurate about you, we fix it. Then you send it from your own regulator account. The reply is yours, in your name, and you have seen every word.
7. It stays open until it closes
The query stays open on your file until the regulator has its answer. In the portal you can see it at the queries stage, along with who it is waiting on. If the regulator comes back with a follow-up, we go round the same steps again.
Why this order
The order exists to protect two things. The first is accuracy: the regulator gets an answer to its question, supported by evidence, with nothing loose that could start another round. The second is ownership: the account, the reply and the declaration in it are all yours. We do the drafting, and every draft is checked against the regulator’s published standard before you see it. You do the sending.
It also guards against a file that stalls because nobody replied. When a query is visible, open and assigned to a person, it cannot sit unnoticed in an inbox while everyone assumes it has been dealt with.
And it keeps the record straight. Later, if a second country asks what you told the first, the question, the evidence and the reply are all in one place on your file.
What we will not do with a query
We will not guess at what the regulator means and answer the guess. Where a question is genuinely unclear, we draft a reply that asks the regulator to clarify, rather than answering something it did not ask.
We will not send anything on your behalf. And we will not tell you what the regulator will decide once it has your answer. It decides.
When a query arrives
- Do not reply straight away, even if the answer seems obvious
- Share the regulator’s exact message with us in the portal
- Ask your college or employer for any new letter as soon as it is requested
- Read the draft reply carefully before you send it
- Send it from your own regulator account, and keep a copy
To see what your regulator reads before it writes, choose your profession and country in the Route Finder below.
What we do
How Credentis Global helps
You trained. We file. The regulator decides. Here is what that means for your file.
Your fit, read before anything is filed
we read your degree, transcripts and experience against the regulator’s published standard first, so you know where the file is strong and where it needs evidence.
Every document, in the order the regulator reads it
Each item is checked against the regulator’s own list: names matched to your passport, hours in writing, copies certified by the person the list names.
One portal, and a person who answers
Upload your documents, see every stage of the file and message us in one place. The person who replies is the specialist preparing your file.
We prepare and file. The regulator decides.
Your application goes in from your own regulator account with every page prepared, and every query is drafted against the regulator’s exact question.
One specialist owns your file
The specialist who reads your documents builds the file and answers the regulator’s queries. You always know who has it, and you pay the regulator directly.
