Supporting our customers
We’re here to help you every step of the way.
Death of a loved one
If a customer passes away, we need to be notified in writing and require an original Death Certificate to update our records. We will then send the executors all the information they need. You can find more information in our bereavement guide.
Children with additional needs
If you are the parent or guardian for a Young Person who isn’t physically or mentally able to give us an instruction on an investment themselves, for an example on their maturing CTF, we can record a Court of Protection Deputyship Order or Lasting Power of Attorney on the account so that a Deputy/Attorney can transact on behalf of the young person.
We’re committed to consider exceptions to this process to help parents access monies, where the child is mentally incapacitated, and it is in their best interest.
If this applies to your family situation, please contact us on 0345 600 3030 for more information.
Supporting you with life events, including dealing with bereavement or registering your Power of Attorney status.
Alternative print formats
If you are in need of any of our documents in a different format, such as large print or braille, you can request this from our Customer Services team by calling 0345 600 3030.
Hard of hearing customers
For hard of hearing or deaf customers, we understand that communicating with us may be more difficult.
Our Customer Services team are ready to assist you, be that through the use of Text Relay services or being sure to speak more clearly or loudly if requested. We will also make a note of your preferences to ensure you don’t have to ask for this every time you want to speak to us.
To find out more about Text Relay services, please visit (LINK).
Ways we can communicate with you, including large print, or text relay services for the hard of hearing.
Keeping your information and investments safe.
This section of the website is directed at persons who are located in the UK. Please read our full terms and conditions and the relevant Key Information Documents (“KID”) before proceeding with any investment product referred to on this website. Nothing on this website is, or is intended to be, advice to buy or sell any investments. If you are at all unsure whether an investment product will meet your individual needs, please seek advice.