Why the file went through
Decision trail and decline documentation
Approvals, declines, and overrides: whether the recorded reason matches the policy pack, who changed the outcome, and whether the customer-facing explanation is consistent with the file.
From RM 5,800 per engagement · Usually 2–3 weeks
Declined applications are part of the audit universe. A programme that only keeps tidy approvals is not showing its decisioning; it is showing its filing.
We match internal reason codes to the policy that was live that day, then to whatever the customer was told. Mismatches are common where a scorecard decline is later described as an affordability decline, or where an override is recorded as a system approval.
Overrides are read as files of their own: who requested them, what extra evidence was added, and whether the extra evidence would have been enough under the written rule. A rubber-stamp override is a finding even if the account later performed.
This work is often commissioned after a complaint spike, a partner query, or an internal audit observation that ‘reasons are not reproducible’.