ISA online functionality
 

We updated our servicing and online support as we faced COVID 19, but these measures are now the new normal and ways of doing business. So we’d like to make it clear what servicing can be done fully online, and what support is available if you need it.

Prudential ISA Online services

The Prudential ISA and the Prudential ISA Online Services are provided by Link Financial Investments Limited who are the ISA manager.

The Prudential ISA Online Services allows you to process the majority of ISA business online on behalf of your client without the need for sending a signed client declaration. For business that can be processed online, you’ll only have to obtain a client signature on a completed transfer authority form if your client is transferring from another ISA Manager.

**COMING SOON – Electronic Transfers**

An enhancement to Money in processing for transfer in payments for new ISA clients and existing ISA clients is coming soon. This will mean for the majority of transfers into the Prudential ISA, Link Financial Investments Limited will no longer require a signed transfer authority form from the client where the transferring ISA manager supports electronic transfers. If a transferring ISA manager doesn’t support electronic transfers a pre-populated transfer authority form will be made available to you as part of the online journey for you to download and have your client sign and return to Link.

Processing applications for new Prudential ISA clients

All new ISA client applications MUST be processed using the Prudential ISA Online Services unless;

Any paper application received other than in the above circumstances will be rejected and you will be requested to complete the application online.

  Personal details Money in Adviser charges Investment Regular withdrawal
Mandatory
  • Title
  • First name
  • Last name
  • Date of birth
  • Gender
  • National Insurance
    Number (or confirm not held)
  • Country of birth
  • Tax residency
  • Registered address
  • Client’s own email address1
  • Bank details
  • Transfer payment

and/or

  • Single contribution2

and/or

  • Regular contribution
  • N/A
  • For each money in type selected
  • N/A
Optional
  • Middle name
  • Contact telephone number(s)
  • See above
  • Initial adviser charge
  • Ongoing adviser charge
  • N/A
  • Option only available if no regular contribution selected

1. Email Addresses

  • All new Prudential ISA clients MUST provide their email address and will be treated as digital customers, i.e. all documentation will be provided to them in their online document store.
  • All new Prudential ISA customers will have to register for online access in order to access their documents.
  • Using an adviser email address as the customer’s email address is not permissible in any circumstance.
  • Online access to customers is reliant on each customer providing a unique email address, therefore if a joint email address is being used for two Prudential ISA clients, please take into account the following before proceeding;
    1. Both clients will receive emails to access the summary of the New ISA Application, be able to make an online Debit Card payment for a single contribution and be able to confirm bank details for any regular contribution Direct Debit
    2. Only ONE of your clients will be able to register for online access. This means the other client will not be able to register for online access and will therefore not be able to access their documents

2. Single contribution

If your client is paying a single contribution to their Prudential ISA by the surrender of funds from their Prudential UK Onshore Bond, please ensure you process the application as follows. Failure to follow the relevant process may result in delays in the surrender and application of the fund;

  1. If you know the actual amount that will be surrendered from the Bond
    • ensure the actual amount of the surrender from the bond is entered as the single contribution through the online application
    • you can fully complete and submit the application
    • you MUST note the application reference and provide that along with the Bond surrender form / instruction. The application reference is
    • provided at the end of the online application on the What happens next page and is shown in the following format:    FA-3715A343CB
  2. If you don’t know the actual amount that will be surrendered from the Bond
    • enter the estimated amount of the surrender from the bond as the single contribution through the online application
    • you can complete the application journey but DON’T submit the application at the Declarations page at this point
    • you MUST note the application reference and provide that along with the Bond surrender form / instruction. You can obtain the application reference by accessing the saved application in the Case Tracking section on the Client Record page of your client’s ISA, it will be shown in the format :    FA-3715A343CB.
    • once your client’s Prudential UK Onshore Bond has been surrendered, the funds will be electronically transferred to Link who will then contact you to inform you of the final surrender value. This will allow you to access the Saved application, update the single contribution to the final surrender amount and submit the application.

Processing applications / transactions for existing Prudential ISA clients

All applications / transactions for existing Prudential ISA clients MUST be processed using the Prudential ISA Online Services unless specified below.

Any paper application received other than in the circumstances detailed below will be rejected and you will be requested to complete the application online.

  Update personal details Top-up Withdrawals Ongoing adviser charge Switch of investments Switch from an LF Prudential OEIC to an existing ISA Additional permitted subscriptions Other death processing
Online3
  • Registered address
  • Email address
  • Contact telephone details
  • Bank details
  • Start regular contribution
  • Add single contribution4
  • Add transfer payment
Unless your client;
  • has a Power of Attorney
  • a Deputy has been appointed by the Court of Protection
  • are resident overseas

in which case use the Adding to or changing your investment form

  • Full
  • Partial
  • Start regular (if no regular contribution in payment)
  • Stop regular
  • Amend regular
  • Start
  • Stop
  • Amend
  • N/A
  • N/A
  • N/A
  • N/A
Offline
  • N/A
  • N/A

3. Email Addresses

  • All applications / transactions that are able to be processed online, as detailed above must be processed using the Prudential ISA Online Services. To do this you MUST enter an email address for your client. We’d encourage you to obtain your client’s email address so they can be provided with the best experience possible.
  • To support existing customers whose ISA was set up before the Prudential ISA became a digital product, Link Financial Investments Limited have set up a specific generic email address that can be used for those existing clients who can’t provide an email address. Link will support this on a case by case basis and you can request this by emailing Link with your client’s details to prudential@linkgroup.co.uk.
  • All new Prudential ISA clients MUST provide their email address and will be treated as digital customers, i.e. all documentation will be provided to them in their online document store.
  • All new Prudential ISA customers will have to register for online access in order to access their documents.
  • Using an adviser email address as the customer’s email address is not permissible in any circumstance.
  • Online access to customers is reliant on each customer providing a unique email address, therefore if a joint email address is being used for two Prudential ISA clients, please take into account the following before proceeding;
    • Both clients will receive emails to access the summary of the New ISA Application, be able to make an online Debit Card payment for a single contribution and be able to confirm bank details for any regular contribution Direct Debit
    • Only ONE of your clients will be able to register for online access. This means the other client will not be able to register for online access and will therefore not be able to access their documents

4. Single contribution

If your client is paying a single contribution to their Prudential ISA by the surrender of funds from their Prudential UK Onshore Bond, please ensure you process the application as follows. Failure to follow the relevant process may result in delays in the surrender and application of
the fund;

  1. If you know the actual amount that will be surrendered from the Bond
    • ensure the actual amount of the surrender from the bond is entered as the single contribution through the online application
    • you can fully complete and submit the application
    • you MUST note the application reference and provide that along with the Bond surrender form / instruction. The application reference is provided at the end of the online application on the What happens next page and is shown in the following format:    FA-3715A343CB
  2. If you don’t know the actual amount that will be surrendered from the Bond
    • enter the estimated amount of the surrender from the bond as the single contribution through the online application
    • you can complete the application journey but DON’T submit the application at the Declarations page at this point
    • you MUST note the application reference and provide that along with the Bond surrender form / instruction. You can obtain the application reference by accessing the saved application in the Case Tracking section on the Client Record page of your client’s ISA, it will be shown in the format :    FA-3715A343CB.
    • once your client’s Prudential UK Onshore Bond has been surrendered, the funds will be electronically transferred to Link who will then contact you to inform you of the final surrender value. This will allow you to access the Saved application, update the single contribution to the final surrender amount and submit the application.

"Prudential" is a trading name of Prudential Distribution Limited. Prudential Distribution Limited is registered in Scotland. Registered Office at Craigforth, Stirling FK9 4UE. Registered number SC212640. Authorised and regulated by the Financial Conduct Authority. Prudential Distribution Limited is part of the same corporate group as the Prudential Assurance Company. The Prudential Assurance Company and Prudential Distribution Limited are direct/indirect subsidiaries of M&G plc, a company incorporated in the United Kingdom. These companies are not affiliated in any manner with Prudential Financial, Inc, a company whose principal place of business is in the United States of America or Prudential plc, an international group incorporated in the United Kingdom.