SUPPORT HUB

Once logged in, you will be directed to the dashboard. From your dashboard, you can quickly go to specific parts of the platform by clicking the relevant action tile, search for a client, view assets under management (at firm level), view client assets by product wrapper and access menu navigation. Our user guide provides further information.  

Our User Interface (UI) enables you to easily manage your clients’ details via the client dashboard. This is accessed by searching for a client within your Adviser Dashboard, you will be given various options within your navigation menu to manage personal details, bank details, income strategy and pension details (such as investment strategy and beneficiaries). You can edit all these details by going into the individual action tiles. Before editing these, you will be asked to re-enter your memorable pin. Our step by step guide provides further details.

Using the Client Dashboard, simply select the performance tab to obtain a valuation for your client. You can quickly review the amount of money coming into and going out of the client’s account along with helpful details on charges, dividends, and returns. To check the performance of your client’s account between the two dates of your choosing, just adjust the dates displayed at the top. Further details are available in the adviser dashboard user guide on page 8.

Click ‘My Documents’ after opening the client dashboard to view and print a copy of your client’s statement. This displays all recent documents sent to that client, and a copy of a recent statement can be printed or saved.

Our step-by-step guide will help you to submit new business on the platform.

We’re are introducing Adobe Sign to simplify our transfer in process.

Where a transfer authority form is required and we hold the client’s email address and phone number, we will use Adobe Sign to send the transfer authority form directly to your client to digitally sign and return securely.

Although you will receive a copy of the request, you won’t need to do anything unless we don’t hear back from your client within the 28-day expiry window. We will contact you in the event that we need you to get in touch with the client. You will also receive when the client returns the request to us.

Please note: where we don’t hold an email and phone number for the client, our colleagues will revert to their existing process of emailing you the transfer authority form to pass onto the client.

To help reduce the time it takes to transfer, we now offer an electronic process for SIPP re-registrations.

This means we will be able to transfer assets electronically to the providers who are also configured to support electronic SIPP re-registrations, reducing the time it takes to transfer. The existing manual process will remain for any providers that do not accept electronic transfers.

You don’t need to do anything differently, just submit transfers in the usual way. The transfer authority form is NOT required for SIPP Re-registrations when transferring to a provider that also accepts electronic transfers.

Our Platform seamlessly connects with a number of key back-office systems. Helping  your firm to drive efficiency and reduce manual efforts, allowing you to focus on delivering for your clients.

You can find a list of the back-office systems we integrate with on the bottom of our Platform Update Page.

A range of different reports are available in the platform to help you manage your business e.g. Cash balances report, Remuneration statements and Transactions report. Information on the available reports and how to access them can be found in our firm report guide. 

When you log in using your security user access, you will be given two options:

• Add new user allows you to add a new user. When you select this action tile, you will then be asked if you would like to add a new adviser type user or non-adviser type user.
• Edit User allows you to edit an existing user (this includes unlocking a users account) When you select this action tile, you will be asked for details to search for the user you wish to edit.

Step by step instructions to manage users can be found in our guide.

You can choose to have remuneration paid Monthly, Annually or Quarterly.

If you choose monthly payment, please be aware that when your chosen date lands on a weekend or a bank holiday, the payment does not occur. Instead, the payment defers until the next month that your chosen payment date lands on a working day. For example, 25^th December is a non-working day, so your payment will be made on 25^th January.

You have the following options to avoid being impacted by this:

• Use the option to request payment from the platform
• Amend payment frequency to weekly

You can view remuneration statements in the user interface, our firm report guide shows you how to access them.

To help you clients navigate our user interface we have a guide that you can share with them. This includes an overview of the functionality available to them and step by step guides to navigate around the portal.

Clients tend to log into the user interface on a less regular basis, this results in many calls to our contact centre seeking support to reset passwords. Clients should be able to easily reset their password using the “forgot password?” link on the log in page, or this guide explains in detail how they can self-service and save themselves having to call in.

To support your client conversations, we have produced a short guide to the platform that should answer any questions about the platform and products that you have recommended.

Regular withdrawals and regular pensions income can be set up monthly, quarterly, half-yearly or yearly.

The client can select any day of the month between 1st and 28th for the regular withdrawal payment to be deducted from their account, with the payment being received in the client’s bank account on the next working day.

Where the withdrawal or payment date fall on the weekend or a bank holiday, payments will be impacted.

If a withdrawal is due on the weekend, it will be withdrawn from the account on the Friday but will not be received by the client until the Monday (or the next working day if the Monday is a bank holiday). This should be factored in when setting up a withdrawal request.

Regular withdrawals and pension income payments are paid from cash inside the product and there must be enough cash for the withdrawal to be paid. To facilitate this, you can set up an income payment strategy for the client and target specific funds for the withdrawal.

More information on the changes and FAQs can be found here.

Our EVPro solution offers a suite of modules to help you effectively manage your clients’ finances. These modules include:

• Risk – a client risk profiling solution, including various psychometric, behavioural and knowledge-based questions.
• Invest – a comprehensive analysis of your clients’ existing investments allowing you to create investment solutions consistent with your clients’ financial objectives and risk appetite.
• Goal – easily create and communicate cash flow plans covering all stages of life including pre, at and post retirement.
• Solver – adds more value to the Invest and Goal modules by providing additional problem-solving capabilities.
  Investment and Retirement Planner Quick Tools.

Talk to your Business Development Manager regarding options for accessing this tool.

Our integrated CGT tool enables you to calculate the realised capital gains and losses that your clients have incurred on the Scottish Widows Platform. It can also help you to scenario plan via ‘What If’ transactional capability as well as enabling you to correct Platform data where anomalies exist.

The Capital Gains Report will detail a summary position, at client-level, per taxable (GIA) Sub-Account.

Further information on our CGT tool can be found in the user guide.

What the client report can show

The Scottish Widows Platform Client Report collates information from across the platform supplying you with a single report for use during client reviews. The report can be at Client Account or Individual Product level, giving you flexibility and helping you to structure client review meetings. The report includes summaries of product holdings and activity, transactions and performance.The user guide contains further detail on the information that can be included.

How to produce a report

Our report builder guide demonstrates how to access and run a client report including the parameters that are available to you.

Our Platform offers integration with ATEB Suitability, an application that allows you to produce simple yet comprehensive suitability reports, helping streamline the advice process.

Users can link their ATEB licence with their Platform credentials, enabling a Platform client’s details to be seamlessly pulled into the application to populate a suitability report.

View the following ATEB user guides for how to set up the integration and produce a report. 

Use our automated Bed & ISA functionality to sell investments within a client’s General Investment Account (GIA) and use the proceeds, or cash held within the GIA, to top-up an existing Individual Savings Account (ISA).

This simple journey can:

• Help save you time and manual effort
• Enable clients to benefit from ISA allowance without the need to invest new money
• Support you to maximise unused client allowances across tax years (as it can be set up in advance).

Get step-by-step instructions in our useful Bed & ISA guide.