To ensure that we can continue to serve you and your business we have implemented a number of business continuity strategies. We've taken the FCA's guidance into consideration in the execution of our business continuity plan and we remain in close contact with the FCA throughout this period.
We remain in regular contact with our partners and third party suppliers and have no concerns at this stage. We will continue to monitor all business continuity plans. As such, 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.
We have introduced new forms so that you can complete key processes online that could previously only be done by telephone. We do not require an adviser signature; you can type or add your name into the PDF. These demands did not require a signature before so they do not require a signature now.
You can upload these to the document library on the platform and send an email to the relevant mailbox. See ‘Get help using mailbox servicing’ below for further information
To protect our colleagues you may experience longer wait times than usual and we thank you for your patience.
As an alternative, you can access support by contacting us by email and self-servicing on our platforms. Get help using Wrap and Elevate mailbox servicing using the links below. All mailboxes will be actively managed by dedicated teams. Please remember that email is not a secure form of communication so you should not send personal or sensitive information.
All trades must still be placed on the platform. We will not take trade instructions over the phone.
We also recommend sending money via bank transfer rather than cheque. You can find our bank details on our FAQ page.
The process for submitting Defined Benefit transfers will remain unchanged. It is a process where we must still receive wet signatures and original documentation because of the requirements of ceding schemes.
When you are submitting the DB transfer form, please include, where possible, an email address for the ceding scheme. This will allow us to submit the forms initially via email to give us the best chance of securing guarantee dates for your clients, and we will then send on the original paperwork.
To streamline processing on receipt of the documentation in Standard Life, we ask that all accompanying documents (e.g. Wrap T&Cs, DDIs) are sent by post with the DB documentation. This minimises the risk of documents in the client file being separated which could result in a delay in processing.
You can continue to access Elevate as normal by logging in with your username and password.
You can access Wrap using Unipass (provided by Origo). If you don't have Unipass access, please register here.
If you have Unipass access:
If you currently use an optional digital certificate to log in and wish to continue using this, it will have to be exported to your alternative device
Depending on the device and browser, there are different ways to do this and there may be some minor restrictions
However, username and passphrase can be used as a backup in all instances. Call charges will vary
There is no guarantee that any email you send will be received or will not have been tampered with. You should not send personal details by email.