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Online documentation – making it easier to do business with us

We know that your job has been made harder by having to restrict personal contact with your clients. So, to make things easier for you, we have temporarily changed our procedures so that, if you are unable to use the usual process, you can submit documentation while avoiding paper and wet signatures.

You already use email and PROMPT, so now we are allowing you use it to submit documentation for a number of key transactions. This includes requests for income payments, withdrawals and adviser fees. It means that, for a limited period, we are prepared to accept uncertified documentation, with certain provisos.


Here is what it means for you

  • If you need to, you can ask your clients to send you a photo of their form, which we will accept via PROMPT as long as it has a clearly visible and legible signature. It should be accompanied by photographed identification: preferably a driving licence showing their signature, or alternatively a passport or utility bill.
  • We will also accept scanned or photographed fee forms, which have been clearly countersigned by your client. Alternatively, you can send us the client’s illustration with the fees showing and their clear signature on it.

There are some notable exceptions where we cannot accept forms in this way due to regulations; for example legal documents such as trust deeds.

It is very important to note that this is a work-around to help you if you cannot submit paper forms. If you need to use this method, you should make your clients aware that there is risk associated with them emailing documents from unencrypted email accounts.

We have now produced a comprehensive list of documents which we will temporarily accept via Prompt and email. It also details when original documents will be required to support any instructions you send to us using PROMPT, and which documents you can certify, scan and email to us.

View this guide.


Payments to bank accounts

We continue to make payments to source bank accounts as normal. If your client requires a payment to a different account, we will need them to email us a copy of a statement for that account. You will then need to call your client to obtain verbal confirmation that the change of account is legitimate, then call us to confirm.

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