The content of this site is aimed at financial advisers only.
Click here for the customer site.
We started implementing these changes after Friday 16 March, but we will update this page regularly as we progress our
systems work. Please add this page to your favourites and come back regularly
for the latest news.
We’re continuing to integrate AXA Wealth into our new Phoenix
Wealth business, and so you may have started to see some more changes related to this activity. These include:
From 23 April we're also making some changes to:
take look through the table of changes lower down on this page so that you’re
ready for any action you or your clients need to take – and in particular, take
note of our downtime period so you can plan any activity within our cut off
As some of these changes are driven by our systems work, we
may need to make some last minute tweaks so we will keep this webpage updated
with the latest news. We will also add more detail about future changes closer
to when they will take effect.
make it easier for you to know if any information has changed, please check the
‘page last updated on’ date at the top of this webpage. Please also add this page to your
favourites and check it before you speak with clients.
We wrote to all clients on 7 March 2018 to explain the
work we are doing and let them know that changes are coming. There are some further changes impacting The Retirement Wealth Account (self-invested option) and Family Suntrust clients and so we will write to those affected on 20 April.
In each of the letters,
we ask clients to visit a dedicated webpage like this one but 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’ve also asked them to check them
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 client letters – you’ll be able to access each product-specific client webpage by clicking the link in each client letter:
Letters being posted on 20 April
Letters sent on 7 March
Client letter: The Trustee Investment Plan
To avoid passing increased banking charges on to scheme members we are making a change to our FST banking structure. Currently each scheme has its own bank account, which in future would have incurred additional banking costs. From 23 April however,
scheme monies will be held in a pooled trustee bank account with NatWest which will save scheme members from these additional costs. Your scheme’s monies will be separately identifiable within this account. This also brings Family Suntrust in line with all our other Phoenix Wealth
The details for the deposit account held with NatWest bank are changing on 23 April:
Please remind your clients to use the new bank account details to make top ups or additional payments from this date.
We’ll be referencing new policy numbers on all correspondence after this date.
Please take a note of your clients’ new policy numbers.
The details for the collections account are changing on 23 April:
Please remind your clients to use the new bank account details to make top ups or additional payments from this date. If you’d like to download a revised copy of the terms and conditions, updated to reflect this change, it will be available on or after 23 April from our literature library.
Please take a note of your clients’ new scheme numbers.
Online services reduced functionality
Online functionality is temporarily limited. Also, online services for self-invested policies are temporarily suspended whilst we complete our systems work. We are sorry for the inconvenience this may cause in the short term.
We’re working on bringing these services back as quickly as possible and will keep you updated.
If you need to:
Online Quotes (OLQ) suspended
We’ve removed this service from the website. We plan to bring it back at a later date and will keep you informed.
If you’d like illustrations for transfers in, top ups or starting or changing regular contributions, please call us on 0345
129 9993 or email us at:
Where relevant, our literature has been updated to reflect the changes listed on this page and is now available from this website.
Our email addresses
Some of our email addresses have changed:
Please make a note of the new email addresses.
Our postal addresses
This is purely an administrative change – our customer service teams continue to be based in Basingstoke, Hampshire.
Please make a note of our new addresses.
Should you use our old postal address, post will still reach us, however there will be a day's delay. The same applies if you use our new address details before this date.
PAYE employer reference numbers
Temporarily, we will send you printed statements through the post for any adviser remuneration payments made on self-invested policies. If you receive remuneration on other types of policies, you’ll continue to be able to see these in the usual statement through online