Client Servicing

Several forms are available on our platform to update a clients’ details (e.g. change of address or bank details.

These forms are available in our secure literature library, once completed, please return to us at [email protected].

After you have input a client’s application onto the portal, you are able to review your Application Summary to ensure the information provided is correct and accurate. If you notice any mistakes in this application, please email us at [email protected] to correct this before AML has been approved.

Please ensure that any supporting documents are provided. For example, if you wish to change the address, we will require an updated proof of address.

If AML has already been approved and you wish to make changes to the client’s details, we will require a Change of Client Details form that has been wet signed or digitally signed by the client.

If you have a query related to our AML process that has not been answered by our AML Guidance document, please contact us at [email protected]

Fee Statements are sent out to advising firms during the first working week of each month when the fees are paid. Each advising firm has an approved mailing list, which contains the email addresses that are authorised to receive the statements.

If you wish to add a new email address to your firm’s mailing list, we require email approval from an authorised signatory of the firm. Please email [email protected] with this request.

Email approval from the signatory is sufficient.

Advisers are able to reduce their ongoing adviser fee at any time. To action this, the adviser must notify us through email. To increase an ongoing adviser fee, we would require a ‘Change of Product Details’ form to be submitted that has been signed by the client.

To see the adviser fees a client currently pays, please navigate to the client on the platform. When you select the relevant client, their annual adviser fee will be listed alongside the product value and reporting value of the account.

To see the historic fees a client has paid, you can generate a Transaction History or Client Statement report. To generate these reports, select ‘Reports’ and then ‘Reports About Clients.’

A joint owner cannot be removed from an account. A new account must be created for the Investor who is remaining with us. Assets and cash are then transferred to the new account and the joint account is closed.

To action this, generally we require a signed, written instruction from both investors, however this may vary depending on the circumstances.

For specific guidance, please reach out to [email protected]