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Most popular questions
If you’ve forgotten your password or the answer to your security question, follow the links on the login screen with instructions on how to reset your password or choose a new security question.
If you’ve forgotten your username, please call our customer services team on 0345 54 32 600 (lines are open 8am to 5pm Monday to Friday).
The fastest way to pay money into your account is by debit card. Any cash you pay in by debit card is available for immediate investment. Alternatively, you can send a personal cheque, these take at least five working days to clear. Regular payments can also be set up by direct debit from your nominated bank account.
To pay money in to your account, log in and select either 'Single payment' or 'Regular payments'.
To withdraw cash from your Stocks and shares ISA or Dealing account, log in to your account and select 'Withdrawals'. The cash will be sent to your nominated bank account, and you should receive it within five working days. The withdrawal may take longer if you’ve changed your bank account, or if this is your first withdrawal (as we may need to verify your bank account details).
If you’ve recently sold investments, you can’t withdraw the proceeds until after the settlement day stated on your contract note. For this reason, the ‘available cash’ shown in your portfolio may differ from the amount actually available to withdraw.
Once money has been taken out of your ISA, keep in mind it can’t be paid back in if you’ve reached the annual ISA allowance limit for the current tax year.
It can vary, depending on the following factors:
- The type of investments you’re transferring. As a guide, cash only should take 2 weeks, equities 4-6 weeks, funds 6-8 weeks and foreign holdings 10-12 weeks. If you’re transferring cash and investments, your cash will be transferred to us after your investments
- How long it takes your current provider to respond to our requests
- Whether the documentation required by us or your current provider is completed correctly
- Whether you still have to pay fees to your current provider, including closure and administration fees
Yes, your SIPP can be transferred to another UK registered pension scheme or qualifying recognised overseas pension scheme (QROPS). Please call our customer services team on 0345 54 32 600 who will explain the process.
If you have already started taking benefits from your SIPP, all of that part of the SIPP must be transferred to the new pension scheme. If you have parts of your SIPP that have not had any benefits taken from them, you can choose how much of that part of your SIPP to transfer.
Please see our charges and rates for details of our charges for transferring your pension to another provider. If you want to transfer your pension pot in cash, you will have to sell all of your investments first.
We can also transfer your investments. Transfers to a QROPS need to be checked against the lifetime allowance before transfer in case a charge will be applied.
You will need to complete the relevant SIPP benefit form and return this to us.
If you have asked for a lump sum payment, once we have received your form we will calculate your lump sum payment and pay it to you within 5-10 working days.
If you have requested a regular income then we will contact you to confirm when this has been set up. Any regular income payments will be sent on a fixed date of the 10th of each month. In months where this date falls on a weekend, we will send the payment on the first working day after the 10th. In all cases, payments should reach your account three working days from the payment being sent.
Yes, and employer contributions are paid gross as there is no tax deducted from them.
Employer contributions can be paid by cheque, direct debit or BACS. For a single contribution please make sure the payment is accompanied by a SIPP additional contribution form.
To make a payment via BACs please contact us via secure message for our bank details. To set up a direct debit to allow for regular contributions to be made to your SIPP please ask your employer to complete a SIPP direct debit form and send it to us.
Yes, you can place a stop loss order online. A stop loss order can be in place for up to 90 calendar days and you can amend or cancel the order online. A stop loss order will trigger an attempt to deal if the price on your investment has fallen to, or below, the level you have specified. You can also set a bottom price i.e. the lowest price you would be willing to sell at should your stop loss be triggered.
Please note that we cannot guarantee that your stop loss order will be executed. There are times when circumstances are beyond our control or during particularly volatile market conditions when it is not possible to execute your order as requested.
We do not accept any liability for any loss or potential loss you may suffer if there is a delay or failure to execute a stop loss order.
You can place a limit order online by selecting ‘limit’ within the order type field. A limit order is an order to buy or sell a share at a specified price or better. A limit order can be in place for up to 90 calendar days and you can amend or cancel the order online.
Please note that we cannot guarantee that your limit order will be executed. There are times when circumstances are beyond our control or during particularly volatile market conditions when it is not possible to execute your order as requested.
If there is a lack of liquidity in the investment you are dealing in, it may only be possible to execute part of your order on a given day, if we do this we will issue you a contract note to confirm. Please note that if your order is completed over a number of days our standard online dealing charge will apply for each part of your order that is executed.
We do not accept any liability for any loss or potential loss you may suffer if there is a delay or failure to execute a limit order.
An income unit will distribute any interest or dividend income from the fund to you. An accumulation unit is designed to offer you growth in the fund rather than income, so any income generated will be reinvested within the fund.
Note that both income and accumulation dividends are included on your annual tax certificate as the income 'paid' within an accumulation fund is still taxable. When a dividend is paid on an accumulation unit the book cost of the investment is increased to ensure a corresponding reduction of liability to capital gains tax.
For queries on account administration including applications, transfers, SIPP benefits, payments and online access.
Open from 8am to 5pm
Monday to Friday
For dealing by phone and for dealing, corporate action and dividend queries.
Open from 8am to 7pm
Monday to Friday
For queries on the progress of transferring an account to us.