Our ways of working

Paperless process mean greater efficiencies and ease of doing business for you and your clients.

Sending forms and payments


Send documents electronically

We accept all documents electronically, including appropriately-certified copies of original documents


What you need to do

Payments via BACS

Please send payments electronically. As our staff are working remotely and there are still potential building, banking and postal restrictions we can’t guarantee that we can process cheques as quickly as we’d like.


Avoid post, if possible

We really encourage you to send everything you can electronically – it’s the most efficient way to submit business, and minimises any potential disruption to you and your clients.


What you can do on the platform

Reset your login details

If you forget your login details, you can now reset them on the platform, without needing to call us.

Just go to 'Forgotten your login details?' on the login screen and select whether you’ve forgotten your username or password.

If we’ve got a unique email address on file for you, we’ll send you an email with either the reminder of your username, or the link to reset your password.

Self service

There’s lots you can do online on the platform without needing to contact us, making it quicker and easier for you to complete transactions, including:

  • Making ad-hoc payments
  • Moving cash between accounts
  • Reporting


Log in to the platform

Supporting your clients

Information for clients

Some reassurance for your clients about how their money is protected, and what to expect around our regular service and communications.


Go to Private Investor page

How we contact clients

We contact clients by email, wherever possible. That’s why it’s important that we hold an up-to-date email address for them. If you need to update a client email address, please contact us.

Our new ways of working together

Catalyst for change

When Covid-19 restrictions first meant we had to start working from home almost overnight, we introduced temporary processes, designed to minimise disruption and keep things running smoothly for you.

Considering positive adviser feedback, the market response, and the improved efficiency – we made the majority of these changes permanent.

To find out more, check out this article from our Head of Digital Transformation, Rachel Allen. 

How to contact us

By Email

We recommend email, where possible.
Please send to the team mailbox you normally use.

By Phone

Or you can call us on 0345 076 6140.
Our lines are open 8:30am to 5:30pm,
Monday to Friday.

Avoid post

As most of our staff are working remotely, please avoid sending us post, if possible.