Prudential ISA Online Functionality

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 signed transfer authority form from your client if they’re transferring from another ISA Manager that can’t be processed electronically.

New ISA application processing

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

Your client has a power of attorney - use the Stocks and Shares ISA application form
Your client has had a deputy appointed by the Court for Protection - use the Stocks and Shares ISA application form
Your client is resident overseas - use the Stocks and Shares ISA application form
Your client is switching LF Prudential OEICs to their new Prudential ISA - use the Switch from an OEIC to an ISA form
Your client is transferring an Additional Permitted Subscription Allowance (APS) as part of a new Prudential ISA application - use the forms in the Death processing - Additional Permitted Subscriptions section

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

	Mandatory	Optional
Personal details	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	Middle name Contact telephone number(s)
Money in	Transfer payment and/or Single contribution²and/or Regular contribution	See opposite
Adviser charges	N/A	Initial adviser charge Ongoing adviser charge
Investment	For each money in type selected	N/A
Regular withdrawal	N/A	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 used for each client neither client will be able to register for online access and therefore won't be able to access their important documents. A separate email address will have to be created for one of the clients.

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;

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
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.

Existing ISA client servicing

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.

	Online³	Offline
Update Personal Details	Registered address Email address Contact telephone details Bank details	Use the Change of personal details form for change of name only
Top-up	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	Use the Adding to or changing your investment form to stop or amend an existing regular contribution
Withdrawals	Full Partial Start regular (if no regular contribution in payment) Stop regular Amend regular	N/A
Ongoing adviser charge	Start Stop Amend	N/A
Switch of investments	N/A	Use the Switching form
Switch From An LF Prudential OEIC To An Existing ISA	N/A	Use the Switch from an OEIC to an ISA form
Additional Permitted Subscriptions	N/A	See Death processing -Additional Permitted Subscriptions to access forms
Other Death Processing	N/A	See Death processing - Other to access forms

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 used for each client neither client will be able to register for online access and therefore won't be able to access their important documents. A separate email address will have to be created for one of the clients.

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;

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
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.

Transfer processing information

Transfers processed through the online service for New Prudential ISA clients and adding to a client’s existing Prudential ISA, are now electronically enabled from Cash and Stocks and Shares ISAs.

This means 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.

When adding a transfer through the Money in screen for a New Prudential ISA Application or an Add Money in transaction for an existing Prudential ISA client, the service will automatically determine if the transfer can be processed electronically.

Electronically enabled Cash ISA Managers

The following ISA Managers have been electronically enabled through the Prudential ISA Online Service.

Abundance Investment Ltd	Gatehouse Bank plc	SAGA
Cash ISA Manager name
Ascentric	Halifax plc	Sainsbury's Bank
Bank of Scotland	Hampshire Trust Plc	Santander UK Plc
Barclays Bank UK PLC	Hargreaves Lansdown Asset Management Ltd	Scottish Widows Bank plc
Birmingham Midshires plc	HSBC Trust Co (UK) Ltd - Corporate	Secure Trust Bank plc
Brent Shrine Credit Union Ltd (My Community Bank)	HSBC Trust Co (UK) Ltd - Retail	Shawbrook Bank Ltd
Charles Stanley & Co Ltd	HSBC UK Bank Plc - Cash ISAs	St James Place Bank
Charter Court Financial Services (Charter Savings Bank)	HSBC UK Bank plc - InvestDirect and First Direct Sharedealing branded ISAs	St. James's Place Investment Administration
Chelsea Building Society	Intelligent Finance	Standard Life Savings Ltd
Cheltenham & Gloucester	Interactive Investor Trading Ltd	State Bank of India (UK) Limited
Chorley & District Building Society	Kent Reliance Banking Services	Swansea Building Society
Close Brothers Limited	Leeds Building Society	Tesco Personal Finance plc
Clydesdale Bank	Lloyds Bank plc	TSB Bank PLC
Co-operative Bank plc (and trading as Smile)	Market Harborough Building Society	Ulster Bank Ltd
Coventry Building Society	National Westminster Bank plc	United National Bank Limited (Trading Name: United Bank UK)
Cumberland Building Society	Nationwide Building Society	United Trust Bank Ltd
Cynergy Bank	Newcastle Building Society	Virgin Money
Danske Bank (Northern Bank Limited)	Nottingham Building Society	West Bromwich BS (WeBSave)
Darlington Building Society	OakNorth Bank plc	West Bromwich Building Society
FCE Bank plc - Ford Money	Paragon Bank Limited	Yorkshire Bank
First Direct	Progressive Building Society
First Trust Bank	Royal Bank of Scotland plc
Furness Building Society

Details correct at 01/10/2021

Electronically enabled Stocks and Shares ISA Managers

Aegon / Cofunds	Novia Financial plc	Standard Life Savings Limited
Stocks and Shares ISA Manager name
AJ Bell Securities Limited	Nucleus Financial Services Limited	T Bailey Fund Managers Limited
Amber Financial Services Limited	Nutmeg Saving and Investment Limited	Telford Mann Limited
Aviva Wrap UK Limited	Octopus Investments Limited	Tilney Asset Management Services Limited
Barclays Investment Solutions Limited	Old Mutual Wealth (FNZ)	Tilney Discretionary Investment Management Limited
Charles Stanley and Company Limited	Orbis Investment (UK) Limited	True Potential Investments LLP
Courtiers Investment Services Limited	Parmenion Capital Partners LLP	Unicorn Asset Management Limited
Elevate Portfolio Services Limited	Pershing Securities Limited	Vanguard Asset Management Limited
Embark Investment Services Limited	Praemium Adminstration Limited	Vitality Life Limited
Fusion Wealth Limited	Rathbone Investment Management Limited	Wealthsimple UK Limited
Hargreaves Lansdown Asset Management Limited	Raymond James Investment Services Limited	Wealthtime Limited
Hubwise Securities Limited	Redmayne Bentley LLP	WH Ireland
Intelligent Money Limited	Rexigon Securities Limited	BestInvest
Interactive Investor Services Limited	RLUM (CIS) Limited	Advance by Embark
James Hay Wrap Managers Limited	Rowan Dartington and Company Limited	Seven Investment Management LLP
Link Fund Solutions Limited	Seven Investment Management LLP
Liverpool Victoria Friendly Society Limited	Smith and Williamson Investment Services Limited

Details correct at 01/10/2021

My client is transferring from an ISA Manager that is electronically enabled but a transfer authority is being requested for the transfer?

Stocks and Shares ISA Managers

In order for a Stocks and Shares ISA Manager to be fully enabled for electronic transfers through the Prudential ISA Online Service, the ceding ISA Manager needs to confirm they’ve updated their systems to accept electronic requests from Link. Putting a Stocks and Shares ISA Manager live without having this confirmation may mean transfer requests failing.

Link will therefore not put a Stocks and Shares ISA Manager live until they’ve received that confirmation. Transfers from those ISA Managers will therefore continue to require a signed transfer authority until such times as they receive the required confirmation from the Stocks and Shares ISA Manager.

Partial transfer from a Stocks and Shares ISA

Stocks and shares ISA transfer are electronically enabled for full ISA transfers only, therefore any partial transfers from a Stocks and Shares ISA Manager will continue to require a signed transfer authority from the client. This will be highlighted within the service when adding the transfer and a pre-populated transfer authority form will be provided.

Partial transfer from a Cash ISA

Most Cash ISA Managers can process partial transfers electronically, however if a Cash ISA Manager can’t, this will be highlighted within the service when adding the transfer and a pre-populated transfer authority form will be provided.