How we are continuing to support your business and your clients

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.

What's changed?

  • We’re now able to accept documents signed using approved e-signature solutions on our most frequently used documents, including new business and client instructions.
  • We will still require wet signatures for some documents. Please read these quick guides for Wrap and Elevate for more details. Our list of e-signature approved providers are:
    • AdobeSign
    • DocuSign
    • HelloSign
    • legalesign
    • NitroSign
    • Virtual Cabinet
  • You can upload scanned copies of your client’s signature on documentation and scanned copies of original documents, with some exceptions where the transferring company require original forms with a wet signature. Photographs will be accepted
  • 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

  • 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 5.30pm.

The best way to access support at this time

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.


Get help using mailbox servicing for Elevate

Get help using mailbox servicing for Wrap

Submitting DB Pension transfers during the COVID-19 pandemic

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.

Accessing the platforms from home

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:

  • The easiest way to access the platform on any device and any browser is the Unipass username and passphrase, which you will have set when you registered
  • 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

    You can refer to the support page on the Unipass website, or call the Origo Helpdesk if having difficulties (Phone – 0871 22 12345 – or email – Origo Customer Services customerservices@origo.com)

    However, username and passphrase can be used as a backup in all instances. Call charges will vary

  • If you have forgotten your username and passphrase, they can be reset online in the 'My Account' section of the Unipass website, using the additional security options you set up by originally
  • 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.

Quick links

person headset

New business and servicing contacts

You can email new business and servicing requests for Wrap and Elevate. Find out more by choosing one of the links below.
person headset

New business and servicing contacts

You can email new business and servicing requests for Wrap and Elevate. Find out more by choosing one of the links below.
Cog

Platform processes help

Read our help articles to see how we're updating our processes in response to COVID-19 and what that means for our platforms.
Cog

Platform processes help

Read our help articles to see how we're updating our processes in response to COVID-19 and what that means for our platforms.
maintenance

Do-it-yourself on our platforms

Find the help you need to navigate the most common processes on Wrap and Elevate, from setting up new clients to managing adviser charges.
maintenance

Do-it-yourself on our platforms

Find the help you need to navigate the most common processes on Wrap and Elevate, from setting up new clients to managing adviser charges.
Graph

Keep up-to-date with market volatility

Read about current fund suspensions and what investment management firms are saying about COVID-19.
Graph

Keep up-to-date with market volatility

Read about current fund suspensions and what investment management firms are saying about COVID-19.