Frequently asked questions
Contact
How do I contact the Platform or Operations Team?
Most queries are best directed to your Adviser. To contact YOUR Platform directly, email us at Questions@YOUR-Platform.co.uk
Account setup
Which tax wrappers and accounts can I open on YOUR Platform?
YOUR Platform offers General Investment Accounts (GIA) in sole names, Individual Savings Accounts (ISAs), Junior ISAs, a SIPP pension account and we can hold accounts within external tax wrappers such as Offshore Bonds from CLI and Small Self Administered Scheme pensions.
What is a GIA?
General Investment Account (GIA) is an account that allows you to save and invest your money, it is not tax efficient like an ISA and is subject to Capital Gains Tax and potentially Income Tax on any income paid.
What is an ISA?
Individual Savings Account (ISA) is an Investment Product that has tax efficient features and can help with Capital Gains Tax Planning.
How do I update my details?
Please contact your Adviser to change your personal details. You can update your email address, mobile phone number and password used for the platform by accessing the menu on the top right-hand side when viewing your portfolio page and clicking on ‘Profile’.
What are the names on my accounts?
We can give accounts a name to help you identify what the investment within this account is for. Some examples are ‘new car’, wedding fund’, or ‘retirement’. This can be done by contacting your Adviser or YOUR Platform directly at Questions@YOUR-Platform.co.uk
What is an ISA declaration?
The ISA declaration is requesting that you confirm you are happy with the terms of an ISA. This includes declaring you are above the age of 18, have not subscribed and will not subscribe more than the overall subscription limit in total to any combination of permitted ISAs in the same tax year.
Can I open a joint account?
No, the option to create a joint account isn’t currently available, however, we hope to offer this in the near future. In most scenarios, there is little difference from holding matching single name GIAs however your Adviser will be able to discuss options around this.
Is YOUR Platform available to non UK Residents?
No. Unfortunately only UK Residents can hold accounts with YOUR Platform.
Investments
What are my ‘Messages’?
The messages section allows us to pass you important information and documents. This will include updates to your accounts, acceptance of terms and mandates, and regulatory reports such as your annual tax statements and regular valuations.
If you need to contact anyone regarding your investments or any changes in your details, you should do this via your Adviser. Where you need any assistance with the platform or cannot contact your Adviser, you can contact us directly at Questions@YOUR-Platform.co.uk.
What are the Value and Growth figures?
The Value figures for your account and for each investment held are the current value of these assets.
The Growth figure for your account shows the change in growth against money you have paid in up to the end date, this is based on the period you enter into the date boxes on your screens. If you have transferred accounts on to the platform, this will reflect only the growth in value since the transfer.
The Growth figure for each of your investments reflect the growth in that particular asset over the period chosen. Where assets have been bought and sold over the period, these figures may not sum to the account total, and values could have been realised to cash and/or other assets.
Why can’t I see my cash or investments?
If you are in the process of transferring assets to your account, these will display on your ‘Investments’ section once settled with us. Where such transfers are pending, you will be able to see a summary of them by clicking into a given account and opening the ‘Pending Transactions’ section.
Where trades have recently been placed, you may see the transaction move from units in investments to or from cash over the process. The details of a transaction in progress can be seen in the ‘Pending Transactions’ section.
Why is some of my account held in cash?
Cash is held on your account to cover upcoming withdrawals or when fees are due. There may be excess cash in accounts to cover this. Some investments may produce income which will accrue on your account.
Is interest payable on cash held on my account?
Our custodian, SECCL, will use a banking partner to hold cash and this will sometimes provide for interest to be paid. Where this is paid it will all be passed directly to the relevant clients, none will be retained by SECCL or by YOU Asset Management. The prevailing interest payable on cash within accounts on YOUR Platform can be found here
Pay into your account
Which dates will my regular payments be made?
If you wish to pay in by bank transfer or standing order you can pay in any day which is convenient for you but please confirm with your adviser in advance of changing the regular date so we can be sure the money is invested as soon as possible. For direct debit payments we can make these on the 7th, 14th, 21st or 28th of each month.
How can I pay into my account?
Your Adviser will confirm when and how you can pay into your accounts. Please refer to your suitability reports or communication from your Adviser for these details.
Where payments in are expected, the process to do this via the platform is:
- Click into the account you would like to pay in to
- Click the ‘Pay In’ button
You can enter the amount and choose the payment method and submit the payment
Where you choose a direct debit, this will require a mandate to be set up. If this has not been done, you will be asked to do so and you will receive confirmation in your ‘Messages’ section.
What is a single payment?
A single payment is where you want to add a lump sum to your account.
What is a regular payment?
A regular payment is where you want to add the same amount to your account on a regular basis.
What is the minimum I can pay in at one time?
There is a minimum payment requirement of £25 via the platform.
Can I have more than 1 regular payment?
You are able to have 1 regular payment on each account. You may also hold multiple accounts and your Adviser will be able to arrange this where suitable for your circumstances.
How can I change or cancel regular payments?
You should contact your Adviser to change regular payments to your account.
Withdrawing from your account
How do I make a withdrawal?
You should contact your Financial Adviser to arrange a withdrawal from any of your accounts.
When will my withdrawal arrive with my bank?
Your adviser will confirm the expected timings based on any associated advice you may be doing alongside a withdrawal. Once instructed to YOUR Platform the money is normally in your linked bank account within five working days.
Can I make regular withdrawals from my ISA or GIA accounts?
Yes. We can make regular payments on the 7th, 14th, 21st or 28th of each month.
Can I make regular withdrawals from my Pension account?
Yes. You should seek advice to explore how best to access funds within your pension but you can instruct both tax free (PCLS) and taxable withdrawals from the YOUR SIPP. Any regular monthly payments can be made on the 7th, 14th, 21st or 28th of each month.
Miscellaneous
How do I register a death for someone who has an account with you?
You should contact the relevant Financial Adviser to inform them. Once we have been provided with the Death Certificate via your Adviser, we will record this information and the account(s) will be frozen. When the account(s) is frozen, it may be required to sell down assets to cover ongoing fees until we receive instructions from Executors.
What do I need to do to close my account?
Should you wish to close your account, please contact your Adviser. If you have any concerns or need to contact us directly regarding closures, you can contact us at Questions@YOUR-Platform.co.uk.
What is my username?
Your username is your email address that you provided to setup your account. If you have forgotten your password, you can click on ‘Forgotten password’ on the login screen.
Who are SECCL?
YOUR Platform is operated by YOU Asset Management. The day to day operations and support for the platform are provided by YOU Asset Management.
YOU Asset Management work with SECCL to provide the platform. SECCL are our technology partner and provide the infrastructure to allow the trading and reporting on your investments. SECCL are also the custodian of the assets and operate as both the ISA and SIPP manager for accounts on YOUR Platform. SECCL are part of the Octopus group which includes the Octopus Energy and Investments businesses. This gives SECCL a very secure parent and significant resources to develop and grow. We believe this structure gives the perfect balance to control over the support and user experience of the platform combined with the resources and security of SECCL to provide the innovative technology and separate custody of the assets.