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From time to time, we may need to mail your clients to keep them informed of changes in legislation or changes to their plans.
You can find details about the recent communications that we have sent to your clients in the table below.
We're aware that some UK banks are looking to close the accounts of some customers who live either in the EEA or Switzerland.
This could impact payments into and out of policies, so we're writing to highlight this to customers in order to prompt them to take action if needed and avoid any disruption.
Take a look at a template customer letter here.
We're writing to affected clients to:
Take a look at the template client letters:
Clients invested in one or more of the following property funds through their Phoenix Wealth pension and/or investment bond policies:
We’re writing to clients to:
Take a look at template client letters:
For more information on capital distributions and payment of outstanding adviser charges take a look at our
We’ve notified non-advised clients about the change of the management of the Elite Fund of Funds range, from Architas to Aberdeen Standard Investments. This took effect on 20 December 2019.
Letters will start arriving with these clients from 21 January 2020. You can view the client letter here:
For clients with advisers linked to their policies, we communicated this change directly to you – view details
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:
To find out more about the changes, please look at our
dedicated webpage so that you can plan activity within our cut off times.
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.
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:
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:
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
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:
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
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:
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
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
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.
of our commitment to quality service and security, telephone calls may be