• We're continuing to implement changes as we build Phoenix Wealth

    Thank you for your patience as we continue to implement our systems changes. We are working very hard in completing this work and are making progress, for example, in reducing turnaround times and our call waiting time - which is now down to an average of less than two minutes.

    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

  • Important information

    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:

    • Systems changes and planned downtime - we expect this work to make us better able to support you flexibly and quickly in the longer term. We're sorry if you've experienced some disruption to the service levels you're used to whilst we implement our new systems - thank you for your patience. We are working very hard in completing this work and are making progress, for example, in reducing turnaround times and our call waiting time - which is now down to an average of less than two minutes. 
    • Administrative changes - such as changes to some of our postal and email addresses. We've recently made some further changes to how you can contact us by email, that we think will help us get you faster responses.
    • Terms and conditions - with a change of Scheme Operator on The Retirement Wealth Account (self-invested option) to reflect our new ownership, and change of banking structure on Family Suntrust to bring it in line with the rest of our Phoenix Wealth products.

    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.

    To 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

  • The changes in detail

    This applies from Tuesday 20 March until further notice.


    Change/status
    What you need to do

    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:

    • View and download adviser charge statements - these are available online the day after payment, quicker than waiting for printed statements to come through the post.
    • Send us queries and requests through secure messaging, allowing you to jump the phone and email queues. You can use this to change client bank account details, reduce/increase/change frequency or stop drawdown payments, switch current investments and give us new investment instructions for future contributions.
    • Check policy details, history and download reports, including: valuations, transactions, contributions, drawdown and fund charges.

    If you're not yet registered, you can sign up here.

    Clients can also check policy values and download policy information, including: breakdown of funds, transaction history (including contributions and drawdown) and view elected beneficiaries.

    Self-invested policies

    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:

    • Updating client personal details - please call us on 0345 129 9993
    • Trading instructions

    For self-invested policies, please call us on 0345 671 5507 or email us quoting the policy number at: ISD@SIPP-phoenixwealth.co.uk

    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

    • Adding member contributions: you can send us an application form by post using the details above.
    • Getting an illustration/projection or any other servicing query - please call us on 0345 129 9993 or email us at one of our dedicated team mailboxes, especially set up for specific query types. Find the team email address you need on our Contact us page.

    For self-invested policies, please email us instead, quoting the policy number at SIPPenquiries@SIPP-phoenixwealth.co.uk.

    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.


    Change/status
    What you need to do
    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:

    When emailing us, please always quote the policy number.


    This applies from Monday 23 April.


    Change/status 
    What you need to do
    The Scheme Operator has changed from Elevate Portfolio Services Limited to Phoenix Life Limited. This change does not affect the operation of your clients' policies in any way. You and your clients will simply see reference to Phoenix Life Limited in correspondence and in the terms and conditions, which we've updated to reflect this change.

    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 literature library.



    This applies from Monday 23 April.


    Change/status
     What you need to do

    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.

    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 literature library.


    This applies from Monday 23 April.


    Change/status 
    What you need to do

    The details for the deposit account held with NatWest bank changed on 23 April:

    • Account name: PWTS - RWA Collections
    • Account number: 39405605
    • Sort code: 60-00-01
    Please remind your clients to use the new bank account details to make top ups or additional payments.


    This applies from Monday 23 April.


    Change/status
    What you need to do
    We are referencing new policy numbers on all correspondence after this date.

    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.


    This applies from Monday 23 April.


    Change/status  What you need to do

    The details for the collections account changed on 23 April:                                                                                           

    • Account name: PWTS - FST Collections account
    • Account number: 48711993
    • Sort code: 60-00-01

    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 literature library.


    This applies from Monday 23 April.


    Change/status
    What you need to do
    We are issuing new scheme numbers and these will be used on all correspondence after this date.

    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.


    Change/status
    What you need to do
    Where relevant, our literature has been updated to reflect the changes listed on this page and is now available from this website.
    Please ensure you are using the latest literature by accessing it from this site whenever you need it.


    This applies from Monday 19 March.


    Change/status
    What you need to do

    Some of our email addresses have changed:

    • For self-invested policies and Family Suntrust

    To place a trade or for queries on trade instructions: Investment Support Desk - ISD@SIPP-phoenixwealth.co.uk

    For all other non-trade administration queries: SIPPenquiries@SIPP-phoenixwealth.co.uk

    • For all other policies

    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 here

    To help us respond to your email queries, please always quote the policy number.

    Please make a note of the new email addresses.


    This applies from Saturday 17 March.


    Change/status 
    What you need to do

    The addresses that you use to write to us have changed:

    • For self-invested policies and Family Suntrust

    Phoenix Wealth Self-invested Pensions, PO Box 1394, Peterborough, PE2 2TQ

    • For all other policies

    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.


    Change/status
    What you need to do
    You may have seen a new PAYE employer reference number on payslips. This will also be reflected on P60 end of year certificates that you receive from us starting May next year.

    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. 


    This applies from Monday 19 March.


    Change/status 
    What you need to do

    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.

     


  • Please get in touch if you need any support with the above changes. We are here between 8.30am and 5.30pm, Monday to Friday.