Important service information

Like many of you, we’ve been keeping an eye on the global impact of coronavirus. We’ve been working quickly to make the necessary adjustments, and want to keep you updated as to how we’re handling this rapidly-evolving situation. We’ll keep this page updated as the situation develops, so please check back here for the latest news on our operations.

Our customers

All of our online services are unaffected, so we encourage you to sign in and use these wherever possible. This includes the following:

  • Buying and selling investments
  • Managing your account
  • Paying into your account by debit card
  • Checking your account valuation
  • Accessing statements
  • Setting up or amending direct debits
  • Processing withdrawals

If you’re not sure how to process something on your account, you can use our help & support section.

To help you manage your investments online, there are many dealing tools available to you. We also understand that there’s been a lot of market volatility recently due to the coronavirus, so we’ve put together some guidelines on how you can safeguard your investments.

Our team

We take the health and wellbeing of our team very seriously. We are grateful to say that we haven’t furloughed any of our staff, nor have we made any redundancies, and we’re not seeking any government assistance during this time.

Following the government’s advice, the vast majority of our employees are currently working from home and will remain doing so for the foreseeable future. Where colleagues aren’t able to work from home, we have implemented strict social distancing within our office alongside enhanced cleaning schedules.

Please note that, due to a reduced capacity of available service advisors, there may be restricted services and you may experience longer wait times if calling our Dealing or Customer Services teams.

Using our offline services

Our offline services are still available for customers who may be unable to use our online services.

We’re still processing all post, including cheques, but please be aware that this may take longer than usual due to reduced staffing in our office.

If you’re able to do so, please use our online services where possible to help keep our offline services free for customers who especially need them.

Annual valuation statements

We will be uploading annual valuation statements to your online account as usual by 26 May. You can access your account valuation by clicking on “My account” and then “Valuation Statements”.

If you would prefer to receive your annual valuation statement(s) by post, you will need to change your communication preferences; please call us on 01296 414141. Please note: this will incur a monthly postal charge.

Live service updates

If you need to contact us, please check our live service status page which is updated with our current service capacity for our Customer Service and Dealing teams.

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