Working with us during the COVID-19 outbreak

In these unusual times we’re making every effort to maintain our service to you and your financial adviser. We’ve now fully equipped all of our colleagues so they can work from home, and we have a handful of people in the office running critical processes.

While these are uncertain times, we want to reassure you that we’re continuing to run our business as smoothly as possible. We’ve had to make changes to some processes and we’re regularly reviewing these over the coming weeks.

If you’ve been affected by the recent events and you need some further information or advice, the government have published a number of documents that you may find useful. You’ll find them here.

It’s also 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 access your latest valuation, you can do this by logging into the platform.

Contacting us

If you need to get in contact with us over the next few weeks can you please either send an email or telephone us on 0345 076 6140. Please do not send correspondence in the post.

We won't accept cheques from Friday 27 March

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 we’ve made the decision to stop accepting cheques from Friday, 27 March 2020.

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 at some point we may need to reduce the use of postal services and start sending you important documents, like payslips, via email.  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.

If you have a financial adviser, we’ve been asking them to update the addresses they have for their clients and yours may be in contact with you about this in the next few days.

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.

Financial strength

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

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