• Client communications

    From time to time, we may need to mail your clients to keep them informed of changes in legislation or changes to their plans.

  • Recent communications

    You can find details about the recent communications that we have sent to your clients in the table below.

      When Who was it sent to?
    Main message
    March 2018
    All clients

    We’re continuing to integrate AXA Wealth into our new Phoenix Wealth business, and so you’ll see some more changes related to this activity starting from 5.30pm on Friday 16 March. These include:

    • Systems changes and planned downtime - which we expect to make us better able to support you flexibly and quickly in the longer term. As we implement these systems, there will unavoidably be some disruption to our services, so please bear with us during this phase.
    • Administrative changes - such as changes to some of our postal and email addresses. 

    To find out more about the changes, please look at our dedicated webpage so that you can plan activity within our cut off times.  

    Client communications

    We wrote to clients on 7 March to make them aware of the changes and downtime. In the letter, we asked clients to visit a dedicated webpage which details the changes that are relevant to their products, system downtime, and any up to the minute news. 

    These webpages are the quickest way for your clients to access up to date information, so we ask them to check back regularly. However, if a client doesn’t have access to the internet they can call us on 0345 129 9993 or 0345 034 2170 (Family Suntrust) between 8.30am – 5.30pm Monday to Friday and we can give them the information they need.

    Take a look at the letters  – you’ll be able to access each product-specific client webpage by clicking the link in each client letter:

    November 2017
    All Family Suntrust (FST) clients  

    Following on from the sale of AXA Wealth to the Phoenix Group and our recent rebrand to Phoenix Wealth, we will be applying that name to the following FST legal entities:

    • The Scheme Provider name will change from AXA Wealth Services Limited  to Phoenix Wealth Services Limited
    • The Scheme Trustee name will change from AXA Trustee Services Limited to Phoenix Wealth Trustee Services Limited
    • We plan to submit these changes to Companies House on 8 December.

    What changes will clients see?

    These changes do not impact your clients’ terms and conditions but, after 8 December, they may notice that our new legal entity name, Phoenix Wealth Trustee Services Limited – or an abbreviation, will appear on client bank statements for any income payments they receive.

    What do clients need to do differently?

    Any cheque payments into existing schemes will need to be made payable to Phoenix Wealth Trustee Services Limited.

    We’ll be writing to all FST scheme members from 27 November to let them know about our plans. You can take a look at the letters we are sending clients here:

     August 2017
    Clients of the Retirement Wealth Account, The Personal Pension, The Investment Bond, The Executive Pension, The  Trustee Investment Plan and The Section 32

    Following on from the sale of AXA Wealth to the Phoenix Group and our recent rebrand to Phoenix Wealth, we're now working on transferring policies from AXA Wealth Limited to Phoenix Life Limited, another company in the Phoenix Group.

    To ensure customers' interests are protected, we need to follow a rigorous process and seek High Court permission to do so, but provided permission is granted we expect this transfer to happen on 8 December 2017. From that date you may notice the name Phoenix Life Limited reflected across your terms of business with us, client bank statements and other literature and communications. We'll be writing to all policyholders of AXA Wealth Limited from 21 August to let them know about our plans.

    Please be assured that there will be no other changes to your clients’ contracts with us, service levels, products, investments or ongoing payments as a result of the transfer.

    For more information, and to see the letter and accompanying documentation we will be sending clients, take a look at our dedicated page.

    June 2017
    All clients

    You may have seen our recent emails about what to expect now we are part of Phoenix. If not, you may have opted out of our marketing emails – just let us know if you’d like to opt back in.

    We can now confirm our new branding is scheduled to launch on 1 July.

    Phoenix Wealth will replace AXA Wealth from this date, with a new logo, new adviser and customer website together with a fresh range of product literature. Our rebrand will not affect:

    • policy terms and conditions
    • online services functionality
    • adviser charges payments
    • client income payments, or
    • the way we work with you.

    You don’t need to do anything. But for a summary of what you’ll notice changing, what will stay the same, and a preview of our new brand – take a look.

    We will be letting your clients know from 5 June – take a look at a template client letter.

    April 2017
    Retirement Wealth Account self-invested clients

    We’ve notified clients about the change of Scheme Operator’s name of the Self-invested option of the Retirement Wealth Account – AXA Portfolio Services Limited.  This will be renamed to Elevate Portfolio Services, with the rename to take effect on 24 April 2017.

    This name change is a result of the recent sale of different parts of the AXA Wealth business to Phoenix and Standard Life.  It does not affect the operation of your clients' plan and terms and conditions.

    Letters will start to arrive with your clients from 11 April onwards. 

    View the letter to clients 

    October 2016
    All Embassy policyholders and scheme members

    We've notified clients about the upcoming acquisition of AXA Wealth's off-platform pension and investment business by the Phoenix Group. You can access the letters we've sent below.

    In addition we’ve updated the terms and conditions for The Personal Pension, Retirement Wealth Account and Family Suntrust policyholders/scheme members to reflect a change to the company that has regulatory responsibility over the policy/scheme. You can access a summary of the changes to The Personal Pension and Retirement Wealth Account terms and conditions here.

    The latest terms and conditions for Family Suntrust and Retirement Wealth Account products can be found in our literature library. A copy of The Personal Pension endorsement can be accessed here.

  • If you want any more information about these, or any other communications, please call us on 0345 129 9993.

    As part of our commitment to quality service and security, telephone calls may be recorded.