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Help & Guidance

Contact us online

Chat to us online: A web chat will pop up as you navigate our website, you'll be placed in a queue until an agent is available.

Please make sure you have your Personal Reference Number (PRN) to hand. This can be found in the right-hand menu by clicking on 'Valuation and Statements'.

For UK markets:
Available Monday - Friday 8am to 9pm (closed weekends). During a UK Bank Holiday we will be open 2pm - 9pm, Monday - Friday, for the US Markets.

For international markets:
Available Monday - Friday 8am to 9pm (closed weekends). During a US Bank Holiday we will be open 8am - 6pm, Monday - Friday.

Email us:

If you want to contact us by email, please use our online form.

Contact us by phone

Online Support:
03450 707 129

If you need to call us from abroad, you can call us on:
+44 (0) 113 239 1275

Please make sure you have your Personal Reference Number (PRN) or account code to hand. This can be found in the right-hand menu by clicking on 'Valuation and Statements'.

For UK and international markets:
Available Monday - Friday 8am to 9pm (closed weekends). During a US Bank Holiday we will be open 8am - 6pm, Monday - Friday. During a UK Bank Holiday we will be open 2pm - 9pm, Monday - Friday, for the US Markets.

Complaints

If you'd like to make a complaint please call us on one of the above numbers.

Frequent questions

Transferring cash into your ISA

If you'd like to transfer money from your Share Dealing Account into your ISA then you may be able to do this online. We can only transfer money into an active ISA. Complete the form.

Can I place trades over the phone?

To enable us to offer such low cost dealing commissions we do not offer the facility to place trades over the telephone.

Please note, where online trading is not available we will offer a telephone trading service.

I need help understanding my stocks and shares ISA

Need to refresh your understanding of ISAs? visit our ISA help page

Why can't I withdraw my money when I've just sold my shares?

You can withdraw money from a sale once the trade has settled. Most UK and European trades take two working days to settle. US trades take one working day to settle.

Change my dividend options

To change how we handle your dividends please visit our Dividend Options page. You can choose between three options: automatic dividend reinvestment, hold in account or pay away immediately.

Why is my fund trade showing Pending?

Fund orders are dealt with by the fund manager at the next available valuation point. Most funds have a 12pm valuation point, so you would need to get your order in by 11.15am - though this varies for different funds. Once your fund order has been dealt, the fund manager will confirm the details within two working days - your order will then show on your dealing history.

Start trading US shares

Completing your W-8BEN

Our help and guidance page will provide step by step instructions on what you need to do to start trading US shares.

What investments can I trade?

If you'd like to learn more about the different investment options available to you, please take a look at our investment options page.

How do I gift shares to charity?

If you'd like to gift shares up to the value of £250 to charity you can do so using our online form.

Using your debit card online

Find out more about 3D Secure authentication by viewing the fraud and online security option in the drop-down menu here.

How much interest do I earn on my cash?

We do not pay you interest on cash balances held within your ISA or Share Dealing Account

Our Self-Invested Personal Pension (SIPP) pays interest on cash balances of £1 or above held in the account. Interest is calculated daily and paid gross annually in March - Please visit SIPPs Explained for the current rate.

Any interest we retain is to develop our products & services.

There is no requirement to hold a minimum balance - You should make sure that there is enough cash held to cover charges, when they are due

Useful Forms

Change of Address

ISA sale and repurchase

90-day ISA transfer form

Transfer cash from Share Dealing account to ISA

Close an empty account

Gift shares to charity

Complete a W8ben

How do I change my address?

If you'd like to change your address then please complete the change of address form.

Please note, your address will be updated within 1 week and we will email you to confirm the change. If your email address has been updated in the last 12 months we will send a letter to both addresses.