Frequently asked questions
Below you’ll find answers to some of the questions we’re often asked by existing customers. If your question isn’t covered, please contact your financial adviser, or give us a call on 0808 171 2626.
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:
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))If you do not see your type of account listed above, please speak to your financial adviser. Alternatively you can call our Customer Contact Centre on Freephone 0808 171 2626 for further information.
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.
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.
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.
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.
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.
We have a section answering some common questions about Powers of Attorney.