Existing Customer FAQs

Q: How do I change my address?

A: If you’ve recently moved house – so that we can change your address on our system – all you need to do is send us the following:

  • A completed Change of Address form, with signed verification from each person – click here to view

Q: How do I change my name?

A: So that we can change your name on our system, simply send us the following:

  • Your original legal document confirming the change of name ie marriage certificate, decree absolute or deed poll document
  • A letter evidencing your old and new signature

Q: What do I need to do following a bereavement?

A: To read more in-depth information about our bereavement process, please read our dedicated page here. Alternatively, you can find out more information by reading our bereavement guide.

Q: How do I withdraw my investments?

A: To surrender all or part of your investments, simply complete the relevant form and return to us with a bank statement (dated within the last three months).

  • Click here to view the Cofunds encashment form
  • Click here to view the Fidelity encashment form
  • If you’re not with Cofunds or Fidelity (for example if you have a bond), you will need to contact our Premier Service Team 0n 0800 085 0459. For further information on our Premier Service Team, click here.

It’s important to be aware that surrendering various types of investments could give rise to a potential tax charge. Therefore, you may wish to consider speaking to your adviser before submitting a form.

Q: How do I register a Power of Attorney?

A: To register a Power of Attorney with us in relation to an investment, please send us the following:

  • A completed Power of Attorney Consent form – click here
  • Identification – we require three pieces of evidence including; one name, one address and a further piece of ID for either your name or address.
  • The Original Power of Attorney OR Solicitors Certified Copy for the document

Q: How do I change my nominated bank account?

A: So that we can change your bank account details on our system, all you need to do is send us:

  • Your current bank statement (dated within the last three months)
  • A completed Change of Nominated Bank Details form, with signed verification from each person. Use links below; 
    • If your account is with Cofunds click here to open the form.
    • For all other platforms – click here to open the form.

Q: When will I receive my MII mailings?

A: Below is a schedule of MII mailings we’ll send to you throughout the year:

     Annual Report – February 

     New ISA offering – April

     Quarterly Report Update – May, August, November

     MII ISA Transfer – May (only applies to investments)

Q: How do I register to view my holdings online?

A: By clicking on the below options, you’re able to view our useful guides on how to set up your online Cofunds and Fidelity valuations service:

To view our Cofunds guide, click here

To view our Fidelity guide, click here

Q: How do I reset my online password?

A: If you’ve forgotten your Cofunds or Fidelity password, simply click here for Cofunds and click here for Fidelity and fill in the details to request a new one.  

Q: How do I let you know of an income change?

A: To withdraw income from investments, it’s recommended that you speak to our Premier Service Team on 0800 085 0459, who will inform you of the process.

For more information on our Premier Service Team, click here.

Q: How do I contact my adviser?

A: By calling a member of our Premier Service Team, they can arrange for your adviser to call you at a time most convenient for you.

For more information on our Premier Service Team, click here.