Here for you
Whatever your personal circumstances, we aim to make everything about our service as easy and accessible as possible.
At AJ Bell, we know that many of our customers may face different challenges at some point in their life. From living with a disability, to coping with grief or battling mental health issues, there are various reasons why somebody’s ability to make sound decisions about their finances could be impacted.
We work hard to provide additional support to any customer who needs it, and there are people within our team who are trained to identify customer needs, especially additional needs arising due to difficult circumstances, and then address those needs in the most appropriate way.
If you have a friend or family member who has an account with us and you think they may be struggling with any issues that could make managing their finances more difficult, or if you feel that you yourself may need extra support, please tell a member of our Client Services Team.
Mental health
We have a number of trained specialists in the company who are able to implement support processes for customers who have mental health conditions.Visual impairment
As soon as we are notified that a customer has a visual impairment, we can provide literature that meets their requirements. This includes literature that is printed in large type or in Braille.Inherited accounts
Some customers may ‘inherit’ accounts that they do not have the knowledge or experience to manage, for example taking ownership of an account due to a family bereavement.If you need support and help from a qualified adviser but don’t yet have one, please read our ‘Importance of advice’ page for more information.
Financial difficulties
We always aim to detect customers who are experiencing financial difficulties, and encourage them to discuss the situation with their financial adviser. We can also provide guidance and details of debt counselling agencies if necessary.Financial advice
If a customer no longer has a financial adviser, they may struggle to understand their accounts, their investments or the investment strategy for their accounts.In these circumstances, we will contact the customer by letter to explain the options open to them, and any potential fee increases they may face as a result of not having a financial adviser. A member of our Client Relations Team will also be available to talk the customer through their options and the various processes they need to understand.
Frequently asked questions
What should I do when someone has died?
At AJ Bell Investcentre, we'll do everything we can to give you the support and assistance you need when dealing with the financial responsibilities that follow a bereavement.
If you need to let us know someone has died, please call our Customer Services Team on 0345 839 9060. Alternatively, you can email us at dbt@ajbell.co.uk. Our Bereavement Team will help you through the process, and offer you practical support.
We’ll initially need to check some details with you about the account holder, such as their:
- Name
- Address
- National Insurance Number
We’ll also need to see the original death certificate, or a certified copy of it. Financial advisers can certify the document for their client, or it can be certified by a solicitor or accountant.
Please post the original death certificate or a certified copy, along with a covering letter stating your desired return address, to the address below:
AJ Bell
4 Exchange Quay
Salford Quays
Manchester
M5 3EE
We’ll post the certificate back to you as soon as we can.
If you have any questions, our Bereavement Team will be on hand to give you guidance and support. Don’t hesitate to get in touch if you need help at any point.
Please confirm whether you would like us to continue corresponding with you as the financial adviser on the account, or if communication should be directed to the family instead. If you’d prefer us to contact the family, please provide the relevant contact details so we can update our records accordingly.
You should note that adviser charges will cease as soon as we’re notified of the bereavement, and any dealing on the platform will also be suspended at that point.