Opening An Account
What accounts can I open?
Shareview Dealing currently offers the following types of account:
- Investment Account – Shares are held in an electronic form. This means that
you do not have to hold share certificates, which ensures that your shares are
always safe. It also speeds up the dealing process as you do not have to forward
share certificates to us to make a trade and there are no transfer forms to
sign. We take care of all the administration and paperwork so that you can focus
on your investment decisions.
- Stocks and Shares ISA – This account has the same account features as the
Investment Account while maximising your tax savings.
When you open a Stocks and Shares ISA we automatically open an Investment
Account for you. The Investment Account is also available for joint dealing.
This is available to two or more people sharing a bank account who are both aged
18 or over.
How can I open an account?
The quickest way to open some types of account is by applying online. We will
usually be able to open your account immediately. Then you can use a debit card
to fund the account and trade right away.
You can also obtain application forms from the forms section of our website or
by phoning Customer Services on 0845 300 0430
Why do I need to enter an Account Activation code when I log in?
To ensure that our service is compliant with Money Laundering legislation, we
need to validate your postal address by sending you an Account Activation code;
activate your account by entering this code when you log in or by calling
Customer Services. The code will only be requested once.
Until you receive the Account Activation code, you’ll still be able to log in
and trade but account funding will be limited. Your account must be activated
within 30 days – after that time it will be locked. If you’ve not received the
code from us or have mislaid it, call Customer Services and we’ll send you a new
code. We will only request an Account Activation code if you have opened your
account and chosen your PIN online.
If I post you my application, how long does it take to open an account?
We will normally open your account within 10 working days of receipt of a fully
completed and signed application form and any supporting documentation.
What will happen after I submit my application form to Equiniti?
Once your application has been processed, a welcome letter will be sent to you
with your account number. The PIN, which you must change the first time you log
on to the secure site for security reasons, will be sent under separate cover.
How soon can I start trading after my account has been opened?
You can start trading as soon as you have cleared funds or stock in your
Why do I need to give you my National Insurance number?
We ask for your National Insurance number for identification purposes. It is one
of the details we may ask you to confirm when you call Customer Services. The
National Insurance number is also an HM Revenue & Customs requirement for ISAs.
Why do I need to set up the Direct Debit mandate?
Setting up the Direct Debit mandate allows you to transfer funds quickly and
easily from your bank account to your Shareview Dealing account and vice versa,
using our online facility or by calling Customer Services.
Please note that it takes 10 working days to set up the Direct Debit facility
through the UK banking system. A debit card will allow you to use your account
Doesn't the Direct Debit mandate mean that I will be making regular payments?
No, not at all. Regular payments will only be made if you have given an explicit
instruction for such payments to be made. Equiniti will only use the Direct
Debit facility to draw fees for the administration charges on an ISA, or to make
payments to and from your bank account if you request one.
Can I delegate dealing authority?
Yes, it is possible to delegate dealing authority to another party by completing
the Third Party Authorisation Form.
The disclosure of an account holder's PIN and other account details to another
party is a matter for the account holder. In cases where the account holder
agrees to delegate dealing authority to a third party, it will be necessary for
the third party to have access to the account number and PIN. However, these
details remain the responsibility of the account holder who should ensure that
the security of their account is not compromised in any way.
Joint Investment Accounts
Who can have a joint Investment Account?
Any four people sharing a joint bank account will be eligible for a joint
Investment Account, subject to the usual terms and conditions. All of you must
be 18 or over.
Will we all have access to deal on the account or will we have to nominate one
person to deal?
Where an account is in joint names we will accept instructions from any of you
to buy or sell shares or transfer funds between your bank account and Equiniti.
You will receive a shared PIN. Since all of you sign the application form, you
are not required to complete a third party authorisation. All correspondence
will be sent in joint names to a nominated address. Any correspondence about the
account sent to one of you is deemed to notify you all.
If we hold a joint account with you can we still open ISAs?
Yes, you can all open individual ISAs but ISAs cannot be held in joint names.
How can we open a joint dealing account?
To open a joint account you need to complete and return an Investment Account
Application Form. This can be downloaded from the forms section of our website.
Can we transfer certificated stock into our account if it is only in single
Yes. The Crest Transfer Form should be signed by owner and should be accompanied
by a letter signed by the party who is giving up his/her rights to the shares,
along with a declaration regarding the value received; e.g. 'I, John Smith,
hereby give up my entitlement to 500 shares in ABC plc, which I transfer
exclusively to Amanda Smith & John Smith for the sum of £xx (or as a gift)'.
Please also specify the account number of your Investment Account, into which
the shares should be deposited. There may be a liability to pay Stamp Duty
Reserve Tax when assets are transferred.
My partner and I currently have separate accounts with another broker but we
would like to transfer them to Equiniti in a joint account. Is this possible?
Yes, all you need to do is complete an Investment Account Transfer In Form for
each account being transferred into your joint account. You will also need to
each send a signed letter confirming your wish which needs to contain a
declaration regarding the value received; e.g. 'I, John Smith, hereby give up my
entitlement to 500 shares in ABC plc, which I transfer exclusively to Amanda
Smith & John Smith for the sum of £xx (or as a gift)'. Please also specify the
account number of your Investment Account, into which the shares should be
My partner and I currently have separate Equiniti accounts. Can we open a joint
account in order to combine our assets?
Yes, simply complete a joint account application form and return to Equiniti by
post. Please send a covering letter noting your existing account numbers, and,
as above, each of you needs to include a declaration regarding the value
received for the transfer.
Who owns the assets?
The assets are owned jointly between all parties.
Can we withdraw money in single names?
No. Any money requested to be withdrawn will be transferred to your nominated
joint bank account.
If we want our stock withdrawn in certificate form how will this be done?
Any certificates produced from your joint account will be in joint names and
charged as per our Rates and Charges.
What happens to our assets if my partner dies?
Upon death of one of you, we will treat the survivor(s) as the owner(s) of money
and investments held in the account.
Payments to or from your bank account
How can I transfer funds to my account?
1. You can make an immediate payment into your account with Maestro and
Mastercard debit or VISA debit cards, either using the debit card payments
screen on our website or by telephoning Customer Services. We do not accept
credit card payments.
2. You can log onto our website and use the payment screen to transfer funds via
direct debit from your nominated bank account to your account. You can also call
Customer Services and give this instruction. Please note that it will take three
working days for funds to clear using this method.
Is there a maximum amount that I can transfer via debit card?
The maximum that we will accept is £100,000 for one transaction. Please note
that any transaction via debit card that is larger than the amount that you
would typically put through on the card is likely to be blocked by your bank.
You should speak to your bank first before trying to transfer such amounts.
Can a Third party make a payment to my account?
No. We can't accept payment from companies or other Third parties. For
individual accounts you must make a payment from an account held in your own
How long does it take to set up a direct debit?
Due to standard banking procedures direct debits may take up to 10 working days
to set up. Please note that the funds will take 3 working days to clear once a
direct debit request has been initiated.
How can I withdraw funds from my account to my bank account?
You can do this via the payments section within the web site, or by ringing us
on 0845 300 0430.
1. In the Select Payment Method box, amend the left hand field to Investment
Account (or ISA – you need to be in the appropriate account to be able to
withdraw money from it)
2. Amend the right hand field, amend to bank account
3. Click Next
4. Enter the amount you wish to pay to your bank account
5. Click Next
Payments to your nominated bank account will be made via direct BACS credit and
take at least 2 working days to clear. Please note that if you are transferring
sale proceeds you have to wait for the trade to settle before requesting the
Payments out can also be made via CHAPS. There is a charge for this. Please see
our Rates and Charges.
Funding Your Account - Stock and Account Transfers
How can I transfer shares from another broker into my account?
You can download the account transfer forms from the forms section of our
website. On receipt of these, our operations team will contact your existing
broker and arrange the transfer of your account.
How long will it take to transfer shares from another entity?
This process usually takes somewhere between 14 and 30 days. Different parts of
the transfer (stock and cash) may complete at different times within the
You won't be able to deal in these holdings with Shareview Dealing until they
have been deposited with us.
How can I transfer share certificates into my account?
When transferring shares in certificated form to your Investment account, you
will need to sign a Crest Transfer Form. Simply forward the transfer form to us,
together with the accompanying certificate and we will arrange the transfer.
Is there any charge for the transfer in of shares to Equiniti?
No, we don't charge for the transfer in of shares.
How long will it take to transfer share certificates into my account?
The process usually takes between three to ten working days. You will be unable
to deal in the security during this time and the details of the holding will not
appear in your portfolio.
Can I transfer shares in joint names into a sole account?
Yes. The Crest Transfer Form should be signed by both parties and should be
accompanied by a letter signed by the party who is giving up his/her rights to
the shares, along with a declaration regarding the value received; e.g. 'I, John
Smith, hereby give up my entitlement to 500 shares in ABC plc, which I transfer
exclusively to Amanda Smith for the sum of £xx or as a gift'. Please also
specify the account number of your Investment Account, into which the shares
should be deposited. There may be a liability to pay Stamp Duty Reserve Tax when
assets are transferred.
Dealing – General
How can I deal?
You can place a trade via the internet or by telephone.
What types of trade do you offer?
There are a number of ways to deal in your Shareview Dealing account:
At Best – these are immediate trades which will normally be dealt and
confirmed as soon as you place the instruction and accept the quote. Your trade
will be dealt at the best price available at the time. There may be occasions
when the execution of the trade is delayed, see ‘How quickly are orders
processed?’ for more information.
Rising Buy and Stop Loss orders – these orders will be executed when the share
price reaches a set level. See the ‘Dealing –Stop Loss and Rising Buy Orders’
section for more information.
Regular Investment – these are trades where your purchase order will be bulked
together with other customers’ orders in the same stock and dealt on a
predefined date. The instruction will be on-going until you ask to cancel it.
See the ‘Dealing – Regular Investment’ section for more information.
What are the market trading hours?
The hours of the London Stock Exchange are Monday - Friday, 8.00 am - 4.30 pm
(excluding Bank Holidays). Other markets may be open at different times.
What stocks can I deal in?
You can deal in:
- UK equities, investment trusts, exchange traded funds (ETFs), which can be
settled in CREST
- Equities from certain European and North American markets
- Sales only of Unit Trusts/OEICs held
- UK government bonds and gilts.
- PIBs, corporate bonds, Eurobonds
How can I search for a stock?
Enter the company name in the Place Order screen and click ‘Find’.
What do I pay for dealing?
Please see our Rates and Charges for details of dealing charges.
When will settlement take place?
Standard UK stock market settlement is T+3. Settlement for Unit Trusts is T+4.
How long does it take before I can invest any sale proceeds?
Sale proceeds from equity trades can be re-invested immediately. Proceeds from
fund sales may take a day or so to reach your account.
How long before I can withdraw any sale proceeds to my bank account?
You cannot request a withdrawal until the sale has settled (see above). It will
take a further three working days for the money to arrive in your bank account.
How do I pay for my shares?
You must have cleared funds available in your account before you can make a
purchase. Funds realised from a sale are available for immediate reinvestment.
Can I authorise someone else to deal on my behalf?
You can delegate dealing authority to an individual (though not to a firm). This
person must be over 18. Any written correspondence can still go to your address
or you can choose for your agent to receive everything.
You need to send us a completed Third Party Authorisation Form signed by all of
Am I guaranteed the quoted price when I place an 'at best' order online?
You are guaranteed the quoted price for 15 seconds, after which time the quote
expires and a new price must be retrieved. Please note that this may not be the
case if a technical issue arises that prevents the order being transmitted. Our
system continues to check for a better price while the deal is being executed.
If a better price becomes available while the trade is being executed you will
receive the better price.
What is the maximum trade value?
There is a limit on the number of shares which can be dealt online; this varies
for each stock. If you are trying to place an 'at best' order that is over the
online maximum size you can either route the order electronically to our dealing
desk or call Customer Services on 0845 300 0430.
Can I place limit and stop orders for volumes over the market size?
You may be able to place limit orders over the online market size. Please phone
Customer Services on 0845 300 0430.
Why can’t I get a quote online for some securities?
This is usually because either:
- You want to trade an amount over the maximum online size: the largest number
of shares the Retail Service Providers (RSPs) are willing to deal online or
- That security can’t be dealt completely online.
In either case, you can send the order details online to our dealing desk.
Where can I get live prices?
You will be shown a live price directly before you place a trade online. All
other online prices are 15 minutes delayed.
Can I sell a stock on the same day I buy it?
Yes, provided the relevant market is open, it is possible to sell a stock once
it has appeared on your online portfolio.
Can orders be placed and processed outside trading hours?
Limit, Rising Buy and Stop Loss orders can be placed at any time of the day but
orders will only be processed during market opening hours.
Limit, Stop Loss and Rising Buy Orders
What is a Limit order?
A Limit order is an instruction, valid for a pre-determined time period, to buy
a security at no higher than or to sell it at no lower than a particular price.
A Limit order will be executed if the specified price is reached within the time
What is a Stop Loss order?
A Stop Loss order is an instruction, valid for a pre-determined time period, to
sell a security should the price fall to a certain level.
What is a Rising Buy order?
A Rising Buy order is an instruction, valid for a pre-determined period, to buy
a security should the price rise to a certain level.
When will my Limit order expire?
You can choose the expiry date of your Limit Order, up to 90 days from the date
of placing the instruction.
Should the selected date fall on a day when the market is closed, your order
will expire on the previous business day.
In what situations might my Limit order fail?
We do not guarantee that Limit orders will be executed even if the limit price
is met. This could be as a consequence of:
1. market conditions at the time (such as a Fast Market where the market is so
volatile that prices quoted by Retail Service Providers (RSPs) are only
indicative rather than guaranteed);
2. other clients having placed similar Limit orders, and having an earlier time
priority than your order (and so being executed in priority to your order);
3. your account is locked because another order is being processed. This could
happen if you have just requested a quote or if another limit or stop order has
4. other factors which are outside of our control (e.g. because you have
insufficient funds at the time your price is met, or the maximum size that can
be traded online has changed since you placed the order).
In what situations might my Stop Loss or Rising Buy order fail to execute?
Stop Loss orders will only execute if the price falls to the predetermined
level. Because price movements are not always precise, when placing an order,
you will be invited to set a band of between 1% and 10% below the stop loss
price. If the share falls to a level within the band, the order will execute.
If, however, the price drops rapidly through the band meaning that execution was
not possible as no price within the band set was matched, the order will not
execute. We do not guarantee that Stop Loss orders will execute.
For a Rising Buy the band is between 1% and 10% above the target buy price when
placing the order. The order will only execute if the price rises to a level
within the band. Again, if the price rises very rapidly through the band the
order will fail.
The reasons described in the answer above for Limit orders also apply to Stop
Loss and Rising Buy orders.
What happens if my Limit, Stop Loss or Rising Buy order fails?
This depends on the reason for the failure. If you haven't got enough cash in
your account to cover a purchase (or don't hold the amount of stock you're
trying to sell) the order will fail outright. You will get an SMS or email alert
if you have requested this service.
If the failure is for a more technical reason (for instance where the maximum
online size has changed to less than the quantity of your order) our dealers
will be notified and may be able to take further appropriate action.
Please note that a stop loss will fail to trigger a sale where no price within
the band set is matched, even if the share price falls below the level
specified. For example, a stop loss band set at a level of 42-41p will not
trigger a sale if the price falls from 43p to 40p. If a particularly narrow band
is set, there is an increased chance of this occurring.
Please note that where a stop loss fails to trigger a sale for this reason it
will remain valid and you will therefore not receive a failure message. You
should remember to check open limit orders and stop losses frequently.
How does the market size affect Limit, Stop Loss and Rising Buy?
Limit, Stop Loss and Rising Buy orders cannot be placed for over the current
online maximum. You can place 'At best' orders over the online maximum by
telephone - call 0845 300 0430 - or by routing the order electronically to our
dealing desk, but it may not be possible to subsequently set Limit, Stop Loss or
Rising Buy orders.
For example, say you buy 10,000 shares at best by telephone, when the current
online dealing maximum is 5,000. This means that you would only be able to set a
Stop or Limit order up to the current online maximum of 5,000, not for the
How do I place a Limit order?
Go to the Place Order screen, enter all the trade details, select the order type
'Limit Order' and enter your chosen limit price and expiry date. Limit orders
can also be placed over the phone by contacting Customer Services on 0845 300
How do I place a Stop Loss?
The procedure for setting a Stop Loss is like that for placing a Limit order.
The main difference is you need to enter two prices to set the trigger and
bottom values of the price band. Stop Loss orders can also be placed over the
phone by contacting Customer Services on 0845 300 0430.
How do I place a Rising Buy?
This is very similar to setting a Stop Loss. This time the two prices you enter
set the trigger and top values of the price band.
Is there any protection from unrealistic early morning prices?
To protect against this, we prevent limit and stop orders from executing in the
first 10 minutes of UK market trading. Markets can be volatile, particularly at
the beginning of the trading day or for non-liquid stocks. We'll prevent stop
loss orders from executing if the best bid (the price you will get when you sell
shares) and offer (the price you would pay if you wanted to buy shares) spread
exceeds a certain percentage. This percentage varies depending on the unit price
of the stock. The percentage is higher for low priced stocks than for those with
What about protection from extreme 'spike' prices?
We make sure that a price persists for a minimum length of time or forms part of
a trend before attempting to execute a limit or stop order based on that value.
Can I cancel open Limit, Stop Loss and Rising Buy orders?
Yes. In the View Orders screen select the order you wish to delete by clicking
on the red “stop” icon in the actions column. You will be asked to confirm your
cancellation. You can view cancelled orders by amending the filter settings at
the top of the screen. You can also delete an order by contacting Customer
Note: If there is not a red “Stop” icon against your order, the order cannot be
Can I edit open Limit, Stop Loss and Rising Buy orders?
Yes. In the View Orders screen select the order you wish to amend by clicking on
the right hand icon of the three in the actions column. You will be asked to
confirm your cancellation. You can view cancelled orders by amending the filter
settings at the top of the screen. You can also delete an order by contacting
Note: If the icon against your order is greyed out and cannot be selected, the
order cannot be cancelled.
Does it cost extra to place a Limit, Stop Loss or Rising Buy order?
There is no additional fee for monitoring your order. If an order is executed,
standard usual commission rates will be charged on your trade.
What happens if a corporate action takes place?
It is your responsibility to monitor open orders and make any decisions
pertaining to them.
Are Limit, Stop Loss and Rising Buy orders published in the market?
Yes. Regulations state that outstanding orders should be published unless the
customer states otherwise. You have the option not to include your order in this
data. Please note that we do not publish your personal details, just details of
the outstanding order.
Can I stop my Limit order being published?
Yes. You can instruct us not to publish the order when you place the deal
Dealing in Warrants and other Complex Instruments
Can I deal in warrants and other complex instruments?
You may deal in certain warrants and other complex instruments using this
service. However, the FCA rules require that you have completed an
appropriateness assessment before we accept your order. This is for your
protection. You may complete the appropriateness assessment online the next time
you deal in a complex instrument or you can download the assessment, complete it
and send it to us in the post.
If you complete and pass the assessment online you will be able to proceed with
your order straight away.
To download the assessment please click here or you may request a copy to be
sent to you by calling customer services.
Please complete the assessment and return it to the address shown on the form.
We will process the form and contact you to confirm the next steps.
Dealing - Regular Investment
What is Regular Investment?
Regular Investment is a facility that lets you set a recurring purchase
instruction to buy shares on a monthly basis.
What date of the month will the Regular Investment be carried out?
There is currently a Regular Investment on the 4th day of each month, or the
next working day if the 4th falls on a weekend or bank holiday.
What shares can I buy using Regular Investment?
There is a restricted list of shares which are available to buy using this
service. To find out what shares are currently on this list click here.
Is there a minimum or maximum amount I have to invest?
No, you can invest whatever amount you choose. Remember though, that the
investment amount must be enough to cover the purchase of at least one of your
chosen shares, including the commission and stamp duty, on each purchase date.
If there is not enough money available when the purchase is carried out then
your trade will fail on that occasion.
Can I set up a Regular Investment to buy shares in more than one company?
Yes, you can. You can set up as many Regular Investment instructions as you
How can I set up a Regular Investment instruction?
This can be done online by clicking on the Regular Investment link at the top of
the screen or by calling Customer Services on 0845 300 0430.
What steps do I need to take to set up a Regular Investment instruction online?
1. Go to the account type you wish to trade in.
2. Click on Regular Investment.
3. Click on Add
4. Enter the name of the shares you want to purchase. Click Find.
5. If the shares are available to trade using Regular Investment they will
appear with a + symbol alongside. Click on the + symbol.
6. You will then need to enter an amount to invest. For example, enter £50 as an
amount to invest and we will buy as many shares as possible with this amount
(minus commission and stamp duty) on each Regular Investment date.
7. Click ‘Add’. The instruction will then be displayed at the top of the Regular
Investment screen. Your instruction has now been set.
Available funds are any cleared funds in your cash account which have not been
earmarked for another purpose, such as income withdrawal.
Can I set up a regular Direct Debit into my Shareview Dealing account to fund a
Regular Investment instruction?
Yes, if you want to set up or amend a regular Direct Debit instruction please
call Customer Services on 0845 300 0430. You make payments on the 27th of each
month and the funds will appear in your Shareview Dealing account two days
later. Please note that Direct Debit transfers take three working days to clear
once set up is complete. You’ll need to set up your Regular Investment
Can I amend or delete a Regular Investment instruction?
Yes. To amend an order, click on the “pencil” icon in the Edit column to the
right of the Regular Investment screen. Enter the revised amount you wish to
invest each month. Click on Save; a confirmation message will appear and the
screen listing your order(s) will be updated to reflect the change. To delete an
instruction, click in the box to the left of the screen alongside the
instruction you wish to cancel, then click the ‘Delete’ button at the bottom of
the screen. The instruction will then be removed from the list of instructions
displayed on the screen. You can also amend or delete an order by calling
Customer Services on 0845 300 0430. If you amend or delete an instruction, then
the ongoing instruction will be affected, not just the next trade.
Dealing in overseas stocks
Can I deal in overseas stocks?
Yes, you can deal in US, Canadian, European and certain other overseas stocks
which settle via CREST in sterling in the form of CDIs.
What is a CDI?
A CDI is a CREST Depository Interest. CREST holds all international stocks in a
pool in a local depository such as Clearstream for German stocks and DTC for US
stocks. CREST then issues a CDI to each holder of the security, which can then
be transferred in CREST just like a UK equity
Why are international securities held as CDIs?
CDIs have been developed to allow UK investors to hold international securities
while still allowing settlement through the UK Settlement system, CREST.
Can CDIs be placed in an ISA?
Yes, but like UK stocks they must be listed on a recognised stock exchange.
Are there any special requirements before I can deal in overseas stocks?
Yes, for US stocks only. Before you can deal in US stocks, you must complete and
sign a W8-BEN form. This is a declaration of tax status required by the US
Internal Revenue Service. It's valid for 3 calendar years from the year in which
What should I do once I receive a Corporate Actions notification?
Information about Corporate Actions is sent by secure message to your message
inbox (log-in then click on the 'message box') and, if you have requested it, by
Each message will advise you how to make any elections and of the date by which
you must advise us of your decision. Because we need to aggregate the
requirements of all customers holding that stock, and then advise the company of
the outcome by the due date, your response will typically be required earlier
than any date you may see in the press or from the company direct and you should
allow for this.
Where a Corporate Action takes place for which you have no choice; for example
an unconditional offer, a scheme of arrangement or the redemption of a dated
preference share, we will complete the action and adjust your account
accordingly. Whilst we will always try to advise you about this before the
event, on some occasions, details may be sent after the action has been
Administration and Customer Services
How can I contact Customer Services?
Certificated and Corporate Sponsored Nominee trading enquiries:
Please phone us on 08456 037 037
Or for general enquiries, you can also email
Investment Account and ISA customers can contact us by:
Email - firstname.lastname@example.org
Secure message from your Message Box
Phone us on 0845 300 0430.
Please send all account-related queries by secure message rather than by
What are your opening hours?
Customer Services is available between the hours of 8.00am to 6.00pm Monday to
Friday (excluding Bank Holidays).
How can I change my personal details (Investment Account and ISA customers
If you have changed your personal details, you need to send us a Change of Personal Details Form.
How can I change my bank details (Investment Account and ISA customers only)?
To nominate a new bank account, you must sign and complete a Direct Debit
instruction and send it to us together with an original statement less than 3
months old from the newly nominated bank account:
PO Box 4605
The form can be downloaded from the forms section of our website, or requested
via Customer Services.
How can I change my PIN (Investment Account and ISA customers only)?
To change your PIN to a six digit number of your choice, simply log on to your
account and go to the Administration /Change your PIN option. Alternatively, you
can call Customer Services to request a new PIN.
What should I do if I've lost or forgotten my PIN (Investment Account and ISA
You can obtain a new PIN by calling Customer Services. For security reasons, we
cannot issue new PINs in response to email or secure message requests. The
request for a new PIN will automatically disable your existing PIN and you will
not be able to access your account online until you have received your new PIN.
You can, however, continue to make payments and trade by calling Customer
What should I do if I have a complaint?
If you have a complaint, please let us know straight away. There are several
ways to get in touch with us – in writing, by telephone, e-mail or secure
When you contact us about a complaint, we’ll try to resolve it by the end of the
next business day. If we can’t here’s what we’ll do next:
We’ll acknowledge your complaint promptly and keep in touch with you until we’ve
completed all our enquiries.
We’ll tell you who will be handling your complaint. It will always be a member
of staff who is not directly involved in the matter you’re complaining about.
Once we’ve investigated everything fully, we’ll write you a letter with our
final response. That will normally be within 10 business days. If that’s not
possible, we’ll keep you up to date with our progress and the options available
to you. Then we’ll write to you every four weeks with the latest information.
If we can’t find a solution that you find acceptable, we’ll explain the next
steps you can take.
You may be able to take the problem to the Financial Ombudsman Service. Their
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone 0800 023 4567 (or 0300 123 9123 from mobile phones)
Fax 020 7964 1001
Please note that the Financial Ombudsman Service will only consider your
complaint once you have tried and failed to resolve it with us.
What protection is there for investors?
We are a member of the Financial Services Compensation Scheme, set up under the
Financial Service and Markets Act 2000.
If we cannot meet our obligations, you may be entitled to compensation from the
Scheme. This will depend on the type of agreement you have with us and the
circumstances of the claim. For example, the Scheme covers corporate sponsored
nominees, individual savings accounts and share dealing.
Most types of claims for FCA regulated business are covered for 100% of the
For more details about the Financial Services Compensation Scheme:
- Call their helpline on 0800 678 1100
- Go to their website at http://www.fscs.org.uk/
- Write to them at FSCS, 10th Floor, Beaufort House, 15 St Botolph Street,
London, EC3A 7QU.
A leaflet with more details about our complaints procedure is available. Please
ask us for a copy at any time.