Client Offboarding Checklist Template

Owned by the engagement lead. Scope questions: who ended the relationship (Client / Firm / Fixed term ended), is another firm taking over (Yes/No), does the firm hold client-owned accounts or assets (Yes/No).

• Name the engagement lead, finance lead and systems owner — later tasks are assigned from these three fields
• Answer the scope questions — who ended the relationship, whether another firm is taking over, and whether the firm holds accounts or assets the client owns
• Read the termination clause — notice length, how notice must be given, fees during notice and what survives the end
• Fix the end date — the last day of work and the day access and support stop, confirmed to the client in writing
• Record the reason for the exit — in plain words, for the internal review in Phase 7
• Tell the team and freeze new work — nothing new is accepted except what the contract requires during notice

The first task is shown only when “Who ended the relationship?” is Firm.

• Send written notice under the termination clause — by the method the contract names, with reasons kept short and factual
• Send the disengagement letter — the end date, what the firm will and will not do from now on, and open items
• Agree a dated exit plan with the client — remaining deliverables, handover meetings and the access removal date
• Name the client’s receiving contact — the person who takes ownership of each account, file and open item
• Hold the exit conversation — ask what led to the decision, or explain yours, and note the answer without arguing

The handover pack approval is assigned from the engagement lead field. The checklist halts until it is Approved.

• List work in progress — finished, part finished or not started, each marked complete, hand over or stop
• Deliver the final deliverables — those the contract requires before the end date, with client acceptance recorded
• Write the status report — where each workstream stands and the decisions the client still has to make
• List deadlines the client now owns — renewals, filings, campaign end dates and licence expiries after the end date
• Assemble the handover pack — final files, documentation, the asset register, status report and deadlines list
• Engagement lead approval of the handover pack — complete and accurate before it goes to the client or a successor

These tasks are shown only when “Does the firm hold accounts or assets the client owns?” is Yes. Assigned to the systems owner.

• Build the asset register — domains, hosting, ad accounts, analytics, social pages, code, design files and licences, each with owner, billing and renewal date
• Make the client the owner of each account — client named as primary admin before the firm steps down
• Move billing to the client’s payment method — ad spend, domains, hosting and licences, so nothing lapses or lands on the firm’s card
• Hand over source files and credentials securely — by secure transfer, never in an email
• Return original records — documents and records the client gave you, against a signed or emailed receipt
• Get written confirmation of receipt — the client confirms each item on the register

Shown only when “Is another firm taking over the work?” is Yes. Owned by the engagement lead.

• Get the client’s written authority to talk to the new firm — before sharing anything confidential; an email is enough
• Answer the professional enquiry promptly — for accountants, say whether there is anything the new adviser should know, and if there is, give the details
• Send what the client has authorised — final reports, open items, deadlines and the records the client owns, keeping copies for your own file
• Hold a handover call — walk through open items and deadlines with the new firm and record what was agreed
• Agree the transition window — who answers which questions until the end date, and when the firm stops responding

Assigned to the systems owner. Access goes on the end date, once the client has confirmed ownership of every account.

• Remove the firm’s access to client systems — user accounts, partner access, API keys and integrations
• Remove the client’s access to the firm’s tools — client portal, shared drives, chat channels and project boards
• Return or delete personal data processed for the client — as the data processing agreement says, with written confirmation
• Set retention for the firm’s own records — contract, correspondence and working papers, with a destruction date
• Keep AML records for the required period — for firms in the UK regulated sector, customer due diligence records for five years after the relationship ends
• Cancel recurring work — scheduled tasks, automations, reports and recurring invoices for this client

The final invoice approval is assigned from the finance lead field and halts the checklist until it is Approved.

• Reconcile unbilled time and expenses — work in progress and notice period fees, each to bill or write off
• Settle retainers and prepaid balances — refund, apply or carry forward as the contract says
• Finance lead approval of the final invoice and any write-off — amount, reason and the balance due agreed before anything is sent
• Send the final invoice and statement — with the closing balance and due date
• Confirm case study, logo and reference permissions — in writing; take the logo down if permission is not given
• Run the internal exit review — what led to the exit and one change to make
• Close the client record — mark the client as former, send a thank-you note and leave the door open