The content of this site is aimed at financial advisers only.
Click here for the customer site.
We'll continue to 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.
Page last updated at 3.00pm, 26 July 2018
We’re continuing to integrate AXA Wealth into our new Phoenix Wealth business, and so you may have seen some changes related to this activity. These include:
Please look through the list of changes lower down on this page for more detail and any specific updates.
We will keep this webpage updated with the latest news and 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 - and we will highlight if anything has changed in the list below. 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 were coming. We also wrote to The Retirement Wealth Account (self-invested option) and Family Suntrust clients on 20 April to let them know about further change specific to these products.
In each of the letters, we asked 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 sent on 20 April
Letters sent on 7 March
Client letter: The Trustee Investment Plan
This applies from Tuesday 20 March until further notice.
We're working hard on fixing some issues which impact our ability to bring back full functionality to this service, but we aim to do so as soon as possible. We are really sorry for the inconvenience.
In the meantime, you can still use online services to:
If you're not yet registered, you can sign up
Clients can also check policy values and download policy information, including: breakdown of funds, transaction history (including contributions and drawdown) and view elected beneficiaries.
Online services for these policies continue to be temporarily suspended whilst we complete our systems implementation. We are sorry for the inconvenience this may cause in the short term.
We're working on bringing these services back over the coming months and will keep you updated.
In the meantime, here's the quickest way to get help with:
For self-invested policies, please call us on 0345 671 5507 or email us quoting the policy number at:
For all other policies, you can send us switch instructions by secure messaging within online services or in the following ways:
- By fax to: 01733 472352
- By post to: Phoenix Wealth, Unit Linked Life & Pensions, PO Box 1393, Peterborough, PE2 2TP
For self-invested policies, please email us instead, quoting the policy number at
Our friendly team is here to help you between 8.30am - 5.30pm, Monday to Friday. Our trading desk, for self-invested policies only, continues to be available between 9.00am - 5.00pm.
This applies from Friday 16 March.
If you'd like illustrations for transfers in, top ups or starting or changing regular contributions, please call us on 0345 129 9993 or:
When emailing us, please always quote the policy number.
This applies from Monday 23 April.
You don't need to take any action. If you'd like to download a revised copy of the terms and conditions, updated to reflect this change, it is available from our
To avoid passing increased banking charges on to scheme members, we've made a change to our FST banking structure. Each scheme used to have its own bank account, which in future would have incurred additional banking costs. From 23 April however, scheme monies are held in a pooled trustee bank account with NatWest which will save scheme members from these additional costs. Your scheme's monies are separately identifiable within this account. This also brings Family Suntrust in line with all our other Phoenix Wealth products.
In addition, cash in the pooled trustee bank account will be moved daily to a pooled trustee deposit bank account with the Bank of Scotland to maximise the interest payable for scheme members.
The details for the deposit account held with NatWest bank changed on 23 April:
Please take a note of your clients' new policy numbers.
N.B. we can still find your clients' information using the current policy number, should you need to use it at any time.
The details for the collections account changed on 23 April:
Please remind your clients to use the new bank account details to make top ups or additional payments. If you'd like to download a revised copy of the terms and conditions, updated to relect this change, it is available from our
Please take note of your clients' new scheme numbers.
N.B. we can still find your clients' information using the current scheme number, should you need to use it at any time.
This applies from Thursday 22 March.
This applies from Monday 19 March.
Some of our email addresses have changed:
To place a trade or for queries on trade instructions: Investment Support Desk -
For all other non-trade administration queries:
To enable us to respond to your email queries in the most efficient way, we have set up specific mailboxes for certain types of queries. Take a look at the best mailbox for your query
To help us respond to your email queries, please always quote the policy number.
This applies from Saturday 17 March.
The addresses that you use to write to us have changed:
Phoenix Wealth Self-invested Pensions, PO Box 1394, Peterborough, PE2 2TQ
Phoenix Wealth, Unit Linked Life & Pensions, PO Box 1393, Peterborough, PE2 2TP
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.
This applies from April 2018.
This is purely an administrative change to the employer reference under which income tax is collected via PAYE. We've informed HMRC and your clients do not need to take any action.
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 services.
We are sorry for any inconvenience this may cause in the short term. We will be working on making these statements available online again as quickly as possible and will keep you updated.