We’ve maintained our service to you and your financial adviser by fully equipping all of our colleagues to work from home and having a handful of people in the office running critical processes.
Working with us during the COVID-19 outbreak
Remote working with us
Access your valuation
If you need to access your latest valuation, you can do this by logging into the platform.
It’s important to be extra vigilant at this time and the Financial Conduct Authority have produced some useful information to help you spot potential scams. You can find out more here.
If you need to get in contact with us can you please either send an email or telephone us on 0345 076 6140. Please don't send correspondence in the post.
Please send payments by BACS, not cheque
Because of potential building society and banking restrictions, along with reduced Royal Mail capacity, we can’t guarantee we’ll be able to process cheques. So if you need to send money to us, the best way is via online banking or BACS payment – speak to your financial adviser and they’ll be able to help you with this. Or if you want to do this yourself, the payment should be made to 31233645, 40-02-50 and you must quote your account number as a reference.
If you've sent us a cheque or instruction that hasn’t been actioned within five working days, please call or email us.
Keep your email address up to date
If you don’t have a financial adviser it’s really important that we have your email address so that we can keep in contact with you. This is because we aim to send documents to you by email wherever possible. If you think we don’t hold your email address, or it’s changed recently, contact our Customer Services team on 0345 076 6140 and let them know.
How we look after your cash
It’s natural for you to be asking questions around the security of your money. In accordance with Client Money Rules, set out by the Financial Conduct Authority, we hold your money in a segregated account. This means that your money is held separately from our money. And in the unlikely event that we became insolvent, because your money is held separately, it will be returned to you.
For additional security and diversification, we also spread the money we hold for clients across four leading UK banks. These are HSBC, Lloyds, Bank of Scotland and Natwest.
Financial Services Compensation Scheme
If any of the banks that we use to hold your money were to become insolvent, any money we hold is protected under the Financial Services Compensation Scheme (FSCS). There are a few points to be aware of:
- The amount protected is up to a maximum of £85,000 for each person and bank that the money is held with
- The limit is applied to banks that are separately authorised and can only be applied once. This means banks that operate under different brands, within the same authorisation, are covered under the same limitation
- The £85,000 limit includes any other money held by you in accounts with the authorised banks we use. So if you have a current or deposit account with the same bank, these will all count towards the compensation limit.
- Temporary high balances of up to £1million are protected for a limited period of six months from when the amount was first credited to the account, or became legally transferable.
For further information on the definition of a temporary balance, or more general information about the scheme, visit the FSCS website.
Ascentric is part of M&G plc. M&G plc has £339 billion of assets under management and administration (as at 30 June 2020) and serves around 5.5 million retail customers and more than 800 institutional clients. Find out more about M&G plc and Ascentric or visit their website to find out more about the Group.
If you need to contact us to make a complaint, you can call us between 9:00am and 5:00pm, Monday to Friday, on 0345 120 6140. Or send an email to us at firstname.lastname@example.org