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All new Elevate clients go paperless by default, unless you deselect this option as part of the new business process. For all clients that are happy to go paperless ensure:
Every three months we review which clients have logged into their account since selecting to go paperless. This is to make sure clients are able to access their account to view these important documents. Firstly we will send an email outlining the benefits of going paperless and request they login. This is why we ask that you provide us with the latest email address for the client under their read-only access.
If, in a further three months the client still hasn't logged into their account, we will write them providing details on how they can get their account login details. This means we can make sure they can view their important documents, such as regular statements and contract notes online. If clients have further enquiries, we are redirecting them back to their adviser.
Yes they will, if it's the first time they've used Elevate, or if the terms and conditions have changed since the last time they were on the platform.
Your client's temporary password will last for 30 days. If you're an adviser, your password won't change.
All new clients go paperless automatically, but you can change this if it's not right for your client. All you have to do is untick the relevant box when you're completing your client's application.
Yes, they can.
Yes. If they have access to Elevate, they can opt out of receiving paper. If they don't have online access, they should contact their adviser, or contact us.
We may have to send letters to your client now and then, for example to confirm payments or a change of email address. We'll try to keep these to a minimum.
If both account holders agree, the account an go paperless. The process is the same as for single account holders. We'll send an email to each client email address we have for each client account.
All the documents we send you when you're making an initial Elevate application will stay the same. These include customer charging agreements and statements of terms and conditions.
Let us know how we can make Elevate work better for you: Call us on 0345 600 2399.
Lines are open between 8am and 6pm, Monday to Friday. Call charges will vary.
We sometimes record telephone calls to help with training, service and security.