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Quick answers

Our website contains various information about our products and services but we know that time is precious and it’s helpful to have information to hand. Here are quick answers to our most frequently asked questions.

If you cannot find the answer you are looking for here or elsewhere on our website and you require our assistance, you can contact us on 01382 573737 or at contact@alliancetrust.co.uk


How do I add or withdraw money?

Q. How do I pay money into my account?

A. Please refer to page 13 of our Platform Guide which confirms the various ways you can pay money into your account.


Q. How do I withdraw cash from my account?

A. You can request a withdrawal from your ISA or Investment Dealing Account either online by using the following steps:

  1. Log in to your online account
  2. Select Manage my Account from the top toolbar
  3. Select Online Form
  4. Next select Withdrawal Form
  5. The following page will ask if you need to sell investments. If you already have cash available you just need to click continue on this screen
  6. If you need to sell investments please complete as required
  7. Complete and submit form
  8. Your instruction will then be sent to us to process.

Alternatively you can complete a Withdrawal Form which can be downloaded here. All account holders need to sign the form if you are withdrawing cash from your Investment Dealing Account.


Q. Is there a charge for withdrawing money?

A. If you request a withdrawal via cheque or BACs there is no charge. We charge £20 to process a CHAPs payment.


Q. How do I set up a Direct Debit with you?

A. We have short but helpful videos that explain how to set up Direct Debits here.


How to transfer an Account to us or to another provider?

Q. How do I transfer my account to you and how long does it take?

A. You need to complete our Transfer In Request Form which can be found within our Forms and Documents section of the investment account you are looking to make a transfer to. The form should be returned to us and we will make contact with your current provider to arrange the transfer.


Q. How do I make a transfer to another provider?

A. If you would like to transfer your account away from us to another provider you will need to contact them and complete their transfer forms. They will then forward the forms to us to action.


Q. Do charges apply to transfer my account in or away from you?

A. Please refer to our Charges Guide for more information.


How do I view my online documents?

A. We will send you an email to confirm you have a document waiting in your online account to view. To access these in the online system:

  1. Log in to your account
  2. Select Personal Details from the top toolbar
  3. Select Documents
  4. Select the account type from the drop down menu
  5. Select the document type from the drop down menu
  6. If you wish to view the most recent documents then do not adjust the date range
  7. Select Display.

Your document will display underneath as a PDF document.


Where can I find your forms?

A. Our forms are on our website within the Forms and Documents section of each investment product tab.


When should I expect to receive the following account documents?

A.


Account type Document type Date/timescale
Investment Dealing Account Consolidated Tax Certificates (CTC) Around June each year
All Accounts Statements & Valuations 6 Monthly – around May and November
All Accounts Contract Note Whenever you buy and sell investments, usually within 48 hours
SIPP Statutory Money Purchase Illustration (SMPI) Around July each year

More information about these documents can be found within our Platform Guide on page 28.


How do I trade on the platform?

Q. How do I search for an asset to buy or sell?

A. There are two key areas for trading on our website depending on the type of asset you want to trade. Use the following steps:

  1. Log in to your online account
  2. Select ‘Trading Centre’ from the top tool bar
  3. For stocks, shares and ETFs select ‘Trade now’. For funds (OEICs and unit trusts) select ‘Place a fund order’.

If you don’t have the asset identifier, you can search by clicking on the search button beside the asset reference box and then you can search either by provider or by entering part of the name in the right hand box.


Q. How do I trade if I hold certificates?

A. You find information on our Certificated Trading Service here or contact us on 01382 321211.


How do I manage income, tax and dividends?

Q. How do I manage income from my investments?

A. Please refer to section 7.13.1 of our Terms and Conditions which explains our default process. There is also information on page 26 of the Platform Guide which confirms what your income options are.


Q. How do I redirect my dividends?

A. Please use the following steps:

  1. Log in to your online account
  2. Select Manage my Account from the top tool bar
  3. Select Income Management
  4. Select where you would like the income to redirect to.


Q. How do you deal with SIPP Tax Relief?

A. We follow HMRC procedures and timing in claiming Tax Relief on your account. Claims are submitted at the end of each calendar month for all net contributions made by the 5th of the month.

Payment of tax relief will be applied to your account on or around the 25th of the following month from the cut-off date.

Examples:

  • Mr Smith makes a contribution on 2 July. He will receive his tax relief on/around 25 August.
  • Mrs Jones makes a contribution on 10 July. She will receive her tax relief on/around 25 September.

Tax relief is paid to your Cash Deposit account. If you would like this to be allocated elsewhere, we will need a signed postal instruction from you.


Q. How do I get regular income from dividends paid to my bank account?

A. We require you to complete and return our Income Withdrawal Form. Please email or post the completed form to us. Income is paid out on the 12th of every month and only income which has been received into the account by the 5th of the month is guaranteed to be paid.


Where can I find corporate event and shareholder services information?

Q. Where can I find out more about IPOs?

A. Information about current share offers and IPOs can be found here.


Q. What are my rights as a shareholder?

A. We hold your investments through our ‘nominee’ company. You still own the rights to the underlying investment (you are the ‘beneficial owner’) but the nominee is the legal owner. The companies that you have invested in will therefore communicate with us as the nominee rather than directly with you. We won't send the information on to you or exercise any voting rights, unless you ask us to.

However, there are certain corporate events where we do require an instruction from you. Please refer to our Platform Guide for more information on these services.


How do I manage password/security/personal details?

Q. How do I reset my log-in details?

A. To retrieve your log in details online please visit alliancetrustsavings.co.uk and follow the below steps:

  1. Click on log in at the top right hand corner of our website
  2. Select ‘Can’t remember your personal ID or password’
  3. Input your email address and client reference number
  4. Click retrieve PID
  5. This will email a copy of your PID to your email address
  6. Repeat numbers 1&2
  7. This time enter in PID
  8. Click reset password
  9. This will send a new password to your email address.

If this does not work you may have attempted to log in unsuccessfully too many times and your account will be locked. You will need to call us to unlock your account on 01382 573737.


Q. How do I request a PIN and ID for the first time?

A. Complete our online Registration Form here.


Q. How to update my personal details?

A. You can amend your personal details online using the following steps:

  1. Log into your online account
  2. Select Personal Details from the top toolbar
  3. Option to amend your document settings, password, security questions and personal details can be found on this screen.

There may be occasions when we are unable to accept and verify your bank details. In this case you will need to send us and original bank statement or a void cheque.


What type of ID documents are required?

Q. Can I send you photocopies of my ID documents?

A. We require original or certified documents. We cannot accept copies.


Q. What types of ID can I use?

A. Please see our Identification Requirements Guide for full details.




We welcome your feedback

We are always looking to improve our service and if there are areas where you think we could do better, or anything that you think we are doing really well, we would love to hear from you.


If you have any queries or questions about any aspect of our service or product offering, please send them to us by completing the form below.

Please don't include your account number or account information including personal ID and password in your feedback. For security reasons, your name and postcode are sufficient.

We will endeavour to reply to you by email within 2 business days.

Your personal details won't be used for Marketing purposes and we won't share your personal information with anyone outside of the Alliance Trust group.


  

Contact us

Call us on 01382 573737
Monday to Friday: 8:00am - 5:00pm
Saturday & Sunday: Closed

Client services team is available all year round excluding Christmas Day, Boxing Day and New Years Day.

Calls may be recorded for security monitoring purposes.

If you would like to contact us via post, please send any correspondence to:
Alliance Trust Savings Limited
PO Box 164,
8 West Marketgait,
Dundee,
DD1 9YP

Phone: +44 (0) 1382 573737
Email: contact@alliancetrust.co.uk

Make a complaint

If you are unhappy with the service you have received from us, you can make a complaint. For details on how to do this, go to our Service Quality page.

Subscribe to Alliance Trust Savings updates, news and offers

To keep you up to date with Alliance Trust Savings news, register for our email alerts and we will keep you informed with ATS updates which include; IPO alerts, our quarterly Taking Stock magazine and any other ATS offers and information.

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Alliance Trust Savings Limited is a subsidiary of Alliance Trust PLC and is registered in Scotland No. SC 98767, registered office, PO Box 164, 8 West Marketgait, Dundee DD1 9YP; is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, firm reference number 116115. Alliance Trust Savings gives no financial or investment advice.