There are two things that are exceptionally important to us:

1. the service we offer you
2. the level of security that we provide

During May and June we are making a number of significant changes to the way in which our telephone services operate.

When you call us to place a trade or to speak to our Client Services team, you will select your service via voice recognition rather than using your telephone keypad. This voice recognition system will then be used to identify you and verify your password details. This will help us to keep your details safe and secure.

We’ve streamlined the options available to you so you will get through to the right department first time. We have also introduced a feature that will tell you approximately how long you will have to wait to have your call answered if there is a queue. Many of you asked for this service and we are delighted to provide it.

Remember, if we are busy when you call, our call back facility means that you can choose to hang up and we will call you back as soon as you would have reached the front of the queue.

All of these changes have been introduced to make sure that the service you get from us is as fast and enjoyable as possible.

 

What will you need to do when you call?

The numbers to call are staying the same. When you call you will be asked to verbally confirm your User ID or Client ID and two random characters from your password. If you hold a nominee account with us your User ID will be made up of two letters and seven numbers and can be found in the welcome letter you received when you first opened your account. If you hold your own certificates and have opened a certificated account with us you will have a Client ID. Your Client ID is made up of two letters and four numbers and you can find this on your contract notes.

If you do not know your ID or password details then simply say “I don’t know it” and you will be taken straight to an agent who will not only deal with your query but who will also give you access to your details so that next time you call you can go through our new process with absolutely no problems.

After you have confirmed two random characters from your password you will be connected to the right department to place your trade or deal with your query.

 

 

We have won Investors Chronicle Stockbroker of the Year for the third consecutive year along with Best Level 2 Data Service for BARX and Best Online Stockbroker for Financial Security.
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