Help Centre
Our Help Centre provides clear, plain-English answers to common questions about our accounts, processes and ongoing administration.
The information provided here is general in nature and is not financial advice.
Account opening & verification
Information on eligibility, residency considerations, required documentation, verification checks and typical onboarding timelines
- •Who can open an account? UK residents vs non-UK residents
- •What documents are required?
- •Identity verification and AML checks
- •Proof of address requirements
- •How long does account opening take?
- •Why additional information may be requested
- •What happens if verification is delayed
Transfers & consolidation
Guidance on cash and in-specie transfers, the typical stages of the transfer process, common causes of delay and what to expect
- •How do pension transfers work? (process overview)
- •Cash vs in-specie transfers
- •What information is required for a transfer?
- •Typical transfer timelines
- •Why transfers can be delayed
- •What happens once a transfer completes
- •Overseas transfers – what to expect
- •Why safeguards may apply
Fees & charges
Details on platform and administration fees, dealing charges and other potential costs
- •Platform and administration fees
- •Dealing and transaction charges
- •How fees are calculated
- •When fees are deducted
- •Where to find your fee information
- •Differences between pension and investment account fees
Using your account & ongoing administration
Help with accessing your account, statements and reporting, updating personal details and general account administration
- •Logging into your account
- •Accessing statements and reports
- •Updating personal details
- •Change of address or residency
- •Nominated bank accounts
- •Account security
- •What to do if you spot an error
- •Contacting support
Still need help?
If you cannot find the information you are looking for, our team is available to help with general account and process-related queries.