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Online documentation - temporary procedures

We've implemented some temporary procedures to help submit documentation while avoiding paper and wet signatures.

We're making it easier for you 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. We will also accept forms signed via digital signature providers such as AdobeSign and DocuSign.

Here is what it means for you

  • Where you are unable to complete a transaction online, we are now accepting forms for the majority of transactions on your clients products using digital signatures. Find out more about using digital signatures, the benefits and the providers we will accept on our dedicated There for you support page.
  • 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.

Prompt, email and digital signature guide

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

View document list

Payments to bank accounts

We continue to make payments to source bank accounts as normal.

If we do not hold source bank details, or your client wants the payment made to a different bank:

  • We will use bank account verification checks to verify that it is a bank account held by the customer.
  • We will also accept non-certified bank statements as long as the following is completed:

Step 1 – Your client must send you a scanned copy or photograph of the bank statement they want us to use. This must include the account number, sort code and customer’s signature. We are also permitting customers to send us scanned or photographed copies of online bank statements if they are unable to send a paper one.

Step 2 – You will need to call your client to confirm you have received the bank statement and to confirm the legitimacy of the statement and that it’s held by the customer.

Step 3 – You can then email us the scanned/photograph copy of the bank statement, along with confirmation that you have spoken with your client to confirm legitimacy of the document.

Once this process has been followed, we will then make the change in bank details for money out instructions.