Standard Life response to COVID-19

How we are continuing to support your business and your clients

During the development of the global coronavirus pandemic our priorities have been the safety and wellbeing of our people and supporting our customers and clients. To ensure that we can continue to serve you and your business we have implemented a number of business continuity strategies. We are confident that the approach we have taken puts us in the best place possible to deliver against our commitments to you and to protect our people during these unprecedented circumstances.

Please check this page regularly to see our latest support and service updates relating to Standard Life Wrap, Elevate and Fundzone platforms.

Quick links:

 

26 March 2020

New business processing - wet signatures and original documents

We are able to accept scanned copies of your client’s signature on documentation and scanned copies of original documents. Photographs will also be accepted.

You should upload copies of the scanned documents to the client’s document library on the platform and send an email to the relevant mailbox.

Find out how to send us new business documents >

Platform servicing update - what's changing and why

In line with the latest government policy announcement, our people are now working remotely with the exception of a very small number of 'business critical' approved roles. These roles are working from our office locations where strict social distancing measures are in place. While we will always minimise disruption to your business, we are still transitioning to our new operating environment and thank you for your patience and understanding during this time.

As you would expect our telephone lines are experiencing a significant increase in demand. Wait times are significantly higher than normal. At this time it is best to contact us by email.

To assist us during this time and to help you get the support you need as quickly and easily as possible we recommend that you:

  • Upload scanned copies of signed and original documents to the secure client document library on the platform and notify us by email.
  • Submit new business to the appropriate mailbox
  • Contact us via new servicing mailboxes we have introduced for key processes that previously could only be done by telephone, such as drawdown and bank authorisation on Wrap. These are supported by dedicated teams and is the fastest way to raise service requests.
  • Complete as many processes on the platform as possible using our help guides.
  • Consolidate requests for the status of multiple client transactions into one email.
  • Send monies via bank transfer rather than cheque where possible:
    • Elevate Bank Account:
      Elevate Portfolio Services Limited (with plan number as payment reference)
      Sort Code: 16 04 00
      Acc No: 31276146
    • Wrap Bank Account - ISA and PP only:
      Standard Life Savings (with plan number as payment reference)
      Sort Code: 40 03 28
      Acc No: 02288311
    • Wrap Bank Account - SIPP only:
      Standard Life Assurance (with plan number as payment reference)
      Sort Code: 40 03 28
      Acc No: 42288230
    • Fundzone Bank Account
      Standard Life Savings (with plan number as payment reference)
      Sort Code: 40 03 28
      Acc No: 92288338Fundzone Bank Account

If you do need to speak to us, we will help you as soon as we can. The quickest way to get in touch is now by email and by using the support above you will help keep wait times as low as possible for critical queries.

Please note Elevate customer services are currently operating from 9.00am to 5.00pm. There are no changes to Wrap customer services operating hours which are 9.00am to 5.00pm.

Thank you for your support and understanding during this time.