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.

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  • 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.

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