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Help clients move online
A popular feature of our platform is that clients can view their investments through their secure online account. This gives them 24/7 access to their ISAs, Pension, Investment Account and any other investments they hold with us.
Following the definition clarification from the FCA about durable medium, we are able to use digital communication as our standard option for customers who hold a valid email address with us. We will be reaching out to those customers with a valid email address and satisfy wider conditions, who are not currently fully opted in to receive digital communications, to inform them about what we are doing.
There is the option for the client to opt out, by contacting us directly or via yourselves, so they are removed from the preference switch on.
You can use our Client list B2B report to find out whether your clients have an email address set up (column N) and whether they are registered to receive documentation electronically or via the post (column AG). To access this report, please select ‘Firm’, and ‘Reporting Services’ once logged in to your account.
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How we will communicate the change to customers
Benefits of moving clients online
Frequently asked questions
Why are we moving customers to our digital communication service?
We believe that moving customers will:
How will we communicate this change to customers?
This engagement will be done in two phases, which have been tested with advisers:
Phase 1 – notification letter
Please click here for an example of the notification letter being sent.
We’ll write to the customer to explain:
- What we’re doing.
- Why we’re doing it, including the benefits for them.
- When we’ll make the switch.
- How the customer’s journey will change with online documents.
- Why they should register for online services if they haven’t already done this, with clear instructions and helpful QR codes.
- Why we need them to confirm we have the right email address.
- When to expect an additional email that confirms we’ve updated the T&Cs to include this change.
- That they can opt out by contacting us directly or via yourselves.
We will provide them with a 45-day notice period, as we want to make sure they have time to review the letter, check their email address and register for online services.
Phase 2 – email confirmation
Just before the date mentioned in the original communication, we will send the customer a confirmation email to remind them about:
- The timings for the switch.
- The benefits of this move.
- How their journey will change.
- Registering for online services if they have not already done this.
This email will also help us check that the email address we hold on our systems is active, so we know that future notifications will reach the customer.
The benefits of moving clients online
Our online service offers clients lots of benefits. In addition to cutting down on the amount of paperwork they receive through their letterbox, clients can also perform some basic administrative tasks themselves. This saves time for you as well.
Clients are able to:
- View the latest valuation of their investments and accounts whenever they wish
- Download all their important documents, such as their latest Statement & Valuation and any Confirmation of Transaction (they still have the option to receive paper copies)
- Complete simple tasks online, such as updating their personal details when these change
- Manage their investments (we recommend they speak with you before making any adjustments)
- Download our highly-rated mobile App, so they can view their account wherever they may be.
If clients elect to go paperless, they will also be helping to reduce the impact on the environment. More and more of our clients are choosing this option and, in doing so, they help us to reduce our carbon footprint.
Frequently asked questions:
This campaign is for customers that:
- Have an email address.
- Hold an individual account (not a corporate or Trust-linked account).
- Are over the age of 18 and under the age of 90.
- Have an asset value of more than £0.00.
- Do not have a vulnerable customer flag.
- Do not have a recorded executor or power of attorney.
If you are happy with the approach with your customer, then you do not need to do anything. However, you may want to take this opportunity to increase the scope of contacts , by carrying out the following actions:
- You have the opportunity to collect any missing or update any incorrect email addresses for your customers. We will confirm the deadline for doing this.
- If there are any customers that have not informed us of any additional service support, that would mean digital communications are not suitable, please let us know at least 2 weeks before the initial letter is due to be sent to your customer, so we can remove them from the campaign.
- In respect of the change of preference to online, we will do this for all the validated customers during a week confirmed in the letter to the customer.
- After the campaign, you may want to talk to your customers that weren’t part of the campaign and encourage them to give you their email address, register on our website and explore the option of switching their preference to online communications.
Once we’ve made this change, communications will be added to a customer’s online account under the ‘documents and messages’ page.
We will send a notification email to the recorded email address every time they receive a new communication.
The customer will need to register online to read their communications. We can’t do this for them, so each notification will include easy access and instructions to register.
The customer must register for our online services to review their communications.
As part of the campaign, and in our notification emails, we will provide easy links and instructions to register.
If the customer does not register, we will send them a further letter, annually, to remind them to register, so they can view their important documents and communications.
Please could you encourage all your customers to register for our online services.
Yes, a customer can change their preference by:
- Registering for our online services, logging in to our website and going to the preference centre page.
- Contacting us directly to change.
We are also looking at ways to allow advisers to make this change through AWS and hope to have more to tell you soon.
No, all communications will either be uploaded online or sent by post.
Please note that some communications have to be sent by post even if a customer is registered online, such as fraud control letters.
This option is not currently available, but we are exploring it with our technology teams and hope to roll it out in the future.
At the moment, new customers can opt for online communications by registering on our website and going to the preference centre.
Our longer-term plans include a review of the onboarding process to make online documents the default preference.