Frequently asked questions
Below you’ll find answers to some of the questions we’re often asked by our customers. If your question isn’t covered, please contact your financial adviser, or give us a call on 0808 171 2626.
Don’t have a financial adviser? If you want to find a local financial adviser, visit our web page find an adviser.
There are other sites that may also be able to help you:
When you invest with us you can have peace of mind that your money is safeguarded. Old Mutual Wealth is a successful company with the backing of a large parent company and investments with us are covered by the Financial Services Compensation Scheme.
When you invest through a reputable product provider like Old Mutual Wealth there are a number of safeguards to protect your money in the highly unlikely event that the provider, or the manager of the funds you invest in, becomes insolvent.
Whatever product you hold with us:
If you would like to register and view your accounts online, simply go to our online Customer Centre logon page, click ‘Register’ and follow the 3 step instructions from there. You will need to have proof of identity, such as a passport or driving licence, to make sure your account stays secure.
If you need any help, please call us on Freephone 0808 171 2626 and choose option 4.
Click the link here to register and logon to our online Customer Centre and:
If you need any help or have locked your account, please call us on Freephone 0808 171 2626 and choose option 4.
If you have signed up to our online Customer Centre then you can log in and change your address on the system. Alternatively your financial adviser can amend your details through their online access.
If you would prefer to speak to us we can update your details over the phone. Please call us on Freephone 0808 171 2626. If you want to update the address of a joint account, please ensure both account holders are available when you call.
Instructions to change the amount you pay or the collection date can be given:
To change your bank details, we require a new Direct Debit Instruction for the ISA or Collective Investment Account.
Old Mutual Wealth's online client service (Customer Centre) enables you to view your Old Mutual Wealth investments all in one place. You can get up-to-date valuations and even switch funds online. For more information and to register to use the service visit our Customer Centre logon page
Staying safe online is easy and straightforward if you apply some simple rules and stay up to date with the latest fraudster scams. For more information, visit www.getsafeonline.org.
We always recommend speaking to your financial adviser if you are thinking of making any changes to your account with us. You can take money out of, or close, your account by completing a form and sending it to us.
Click on one of the options below to get the appropriate closure/withdrawal form for your account.
(Capital Accumulation Plan (CAP), The Skandia Plan (TSP), Maximum Investment Plan (MIP), Personal Protection Plan (PPP), Skandia Endowment Plan (SEP), Skandia Lifetime Plan (SLP), Investment Bonds (SIB, CAB, SDB, HIB, EAB))
(Pension Trustee Bond (TI2, TI5, TI6), Trustee Retirement Account (TRA), Trustee Executive Pension Plans (DP, EPP, EBP, EPS, EP1-6, ERA))
When will I receive my money?
Providing all requirements have been satisfied, you will normally receive the money in your bank account within six working days of when we receive and process your fully completed instruction.
How can I return the form?
You can post it to us at the address below:Old Mutual WealthOld Mutual HousePortland TerraceSouthamptonSO14 7AY
Can I make a withdrawal over the phone?
If the amount you would like to withdraw from an ISA and/or a CIA held in your sole name is less than £25,000, you may be able to do so over the phone without the need for a form. Call our Customer Contact Centre on Freephone 0808 171 2626 (between 8am-7pm, Monday-Friday) to find out if this is possible.
I can't find the correct form?
If you can't find the appropriate form from the list above, please speak to your financial adviser. Alternatively you can call our Customer Contact Centre on Freephone 0808 171 2626 for further information.
We always recommend speaking to your financial adviser any time you are looking to make a change to your account with us. If you do not have a financial adviser you can find one local to you by visiting one of a number of websites online, including:
Visit our web page find an adviser for more details. Alternatively, you can look at other sites:
It’s easy to get a valuation on our online Customer Centre, or you can get one from your financial adviser. Alternatively you can call us on Freephone 0808 171 2626 and choose option 1. We will need to ask you some security questions when you call, so it may help to have a recent statement to hand.
We provide online access to PDFs of our literature, with information on our products and services. Visit our searchable literature library.
We have a section answering some common questions about Powers of Attorney.