Complaint Policy

Posted May 22, 2026

Is there a guide or demonstration available?

Posted May 19, 2026

Yes. A short video guide demonstrating the Internal Transfer process is available here:

[Insert video link]

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Where can I find the Internal Transfer option?

Posted May 19, 2026

After selecting the relevant client and source account, the “Internal Transfer” option can be found within the top navigation bar of the platform.

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Will confirmation documents be produced?

Posted May 19, 2026

Yes. Relevant confirmation documents will be generated and made available once the transfer has completed.

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How long does an Internal Transfer take?

Posted May 19, 2026

Transfers are processed at the next available dealing point, which is typically within the hour.

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Can I open a new account as part of the transfer process?

Posted May 19, 2026

Yes. You can choose to transfer into:

  • An existing eligible account, or
  • A newly opened account created during the process

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Can I invest the transferred cash immediately?

Posted May 19, 2026

Yes. During the transfer journey, you can either:

Transfer cash only (leaving it uninvested in the receiving account), or select assets or models to purchase once the transfer completes.

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Can I transfer the full value of an account?

Posted May 19, 2026

No. A minimum 2% cash facility must remain within the transferring product to cover any applicable fees and charges.

This means it is not possible to transfer 100% of the account value, even where the account is fully held in cash.

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Is there a minimum cash requirement?

Posted May 19, 2026

Yes. The transferring account must retain the required minimum 2% cash facility after the transfer has been submitted.

If insufficient cash is available, you will need to either:

  • Add additional cash to the account, or
  • Sell down existing holdings

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Can I transfer between different currencies?

Posted May 19, 2026

No. Internal Transfers can only be completed between accounts with the same currency.

If you need to move funds into a different currency, this should be completed using an FX transaction.

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