Correspondence to your clients from the new system

Where possible we have tried to make correspondence we send to your clients from the new platform system as similar to the old system as possible, so it should be familiar to them.

However, as our new technology platform manages investments and transactions in a different way, you and your clients will see some key differences.

We would urge you to encourage your clients to activate their online Customer Centre accounts and which will set their communications preferences as paperless, as this will generally provide them with a better experience of the new system.
They will then receive an email notification at the end of each day when a document (or several) has been produced.
You can set up your own notification settings to receive a summary either at the end of each day or each week of what documents have been produced for your clients over that period. Please note this email will always be sent to the adviser associated with that client and not the person completing the activity.
Clients will see your firm name, the name of their adviser, their adviser’s email address and phone number on documents they receive. This includes any advisers no longer at your firm but who still have clients linked to them. Please ensure these contact details are kept up to date. Firm name, adviser email address and phone number will appear on your clients' statements, and the name of their adviser will appear on most other client documents.

To help you understand what correspondence will be sent to your clients and how you’ll both be notified, we have set out below the main activities that you or your clients would carry out on the system. Under each tab you will find tables for different transaction types that detail which documents will be generated and when, whether they will be posted to clients who are set up as paperless, and examples of what they look like.

New business and top-ups

Pre Application process – adviser requests illustration for client

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Personalised Key Features Illustration for your… Contains information about value, fees/charges and potential future value	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client.
2. Information about your fees and charges letter	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client.
3. Adviser Fee Authorisation form	Immediately	Yes	Never printed
Notes: Generated for the adviser to discuss and agree any adviser charges with the client. The completed form should be retained by the adviser.

Online application for lump Sum new business or top up

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Personalised Key Features Illustration for your… Contains information about value, fees/charges and potential future value	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
2. Adviser Fee Authorisation form. Confirms the fees which have been agreed.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
3. a) Confirming your online application letter.* This contains important regulatory information for the customer to check and is generated at the point of the application being submitted b) Confirming your investment application (if new business) OR Confirming your additional investment application (if top up) letter. c) Information about your fees and charges letter	Immediately	Yes – contains declarations	Yes
	Immediately	Yes	Yes
	Immediately	Yes	Yes
Notes: * Only generated for online applications for an ISA, JISA, CRA or JCRA. Not generated for CIB or CIA. All of these documents are enclosed in a single envelope
4. Confirming your investment letter. Confirms the actual amount invested and the assets used.	When the lump sum is received and applied to the account	Yes	No
5. Your asset purchases/sales for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No

PDF/paper application for lump Sum new business or top up

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Personalised Key Features Illustration for your… Confirms the scenario which has been input.	Immediately	Yes	Never printed
2. Adviser Fee Authorisation form. Confirms the fees which have been agreed.	Immediately	Yes	Never printed
3. a) Confirming your investment application (if new business) OR Confirming your additional investment application (if top up) letter. b) Information about your fees and charges letter	Immediately	Yes	Yes
4. Confirming your investment letter. Confirms the actual amount invested and the assets used.	When the lump sum is received and applied to the account	Yes	No
5. Your asset purchases for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No

Online application for transfer in new business or top up

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Personalised Key Features Illustration for your… Confirms the scenario which has been input.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
2. Adviser Fee Authorisation form. Confirms the fees which have been agreed.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
3. a) Confirming your online application letter.* This contains important regulatory information for the customer to check and is generated at the point of the application being submitted 4. b) Confirming your investment application (if new business) OR Confirming your additional investment application (if top up) letter. c) Information about your fees and charges letter	Immediately	Yes – contains declarations	Yes
	Immediately	Yes
	Immediately	Yes
Notes: * Only generated for online applications for an ISA, JISA, CRA or JCRA. Not generated for CIB or CIA.
5. Transfer authority form	When transfer details input	No	Never printed
Notes: Visible on online document library for information
6. Confirming your transfer letter. Confirms the actual amount invested and the assets used.	When the transfer is received and applied to the account	Yes	No
7. Your asset purchases for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No

PDF/paper application for transfer in new business or top up

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Personalised Key Features Illustration for your… Confirms the scenario which has been input.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
2. Adviser Fee Authorisation form. Confirms the fees which have been agreed.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
3. a) Confirming your investment application (if new business) OR Confirming your additional investment application (if top up) letter. b) Information about your fees and charges letter	Immediately	Yes	Yes
4. Confirming your investment letter. Confirms the actual amount invested and the assets used.	When the transfer is received and applied to the account	Yes	No
5. Your asset purchases for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No

Online application for new regular contribution – Customer paying the Direct debit

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Personalised Key Features Illustration for your… Confirms the scenario which has been input.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
2. Adviser Fee Authorisation form. Confirms the fees which have been agreed.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
3. a) Confirming your online application letter.* This contains important regulatory information for the customer to check and is generated at the point of the application being submitted b) Confirming your investment application (if new business) OR Confirming your additional investment application (if top up) letter. c) Information about your fees and charges letter	Immediately	Yes – contains declarations	Yes
	Immediately	Yes	Yes
	Immediately	Yes	Yes
Notes: *Only generated for online applications for an ISA, JISA, CRA or JCRA. Not generated for CIB or CIA.
4. Important confirmation of the set-up of your Direct Debit instruction	Once new DD is authorised	Yes	No
5. Your asset purchases for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No

PDF/paper application for new regular contribution – Customer paying the Direct debit

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Personalised Key Features Illustration for your… Confirms the scenario which has been input.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
2. Adviser Fee Authorisation form. Confirms the fees which have been agreed.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
3. a) Confirming your investment application (if new business) OR Confirming your additional investment application (if top up) letter. b) Information about your fees and charges letter	Immediately	Yes	Yes
4. Important confirmation of the set-up of your Direct Debit instruction	Once new DD is authorised	Yes	No
5. Your asset purchases for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No

Online application for new regular contribution – Third party paying the Direct debit

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Personalised Key Features Illustration for your… Confirms the scenario which has been input.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
2. Adviser Fee Authorisation form. Confirms the fees which have been agreed.	Immediately	Yes	Never printed
Notes: Generated for the adviser to share with the client. Visible on the customer document library once the illustration is submitted.
3. a) Confirming your online application letter.1 This contains important regulatory information for the customer to check and is generated at the point of the application being submitted b) Confirming your investment application (if new business) or Confirming your additional investment application (if top up) letter. c) Information about your fees and charges letter	Immediately	Yes – contains declarations	Yes
	Immediately	Yes	Yes
	Immediately	Yes	Yes
Notes: 1 Only generated for online applications for a ISA, JISA, CRA or JCRA. Not generated for CIB or CIA.
4. Important confirmation of the set-up of your Direct Debit instruction	Once new DD is authorised	Yes	No
Notes: In the case where a third party is paying the direct debit, this letter is sent to the *third party* to confirm the direct debit details. For Junior products, it may be the case that the party paying the premium is also the registered contact for the junior product (e.g. the parent or guardian). In this instance they will receive a copy of both letters 4 and 5.
5. Confirmation of Direct Debit instructions	Once new DD is authorised	Yes	No
Notes: In the case where a third party is paying the direct debit, this letter is sent to the *customer* to confirm the payments into their account have been set up (NB: because they are not paying those contributions, we don’t confirm the bank details)
6. Your asset purchases for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No

Money out

Set up, or amend existing, regular income instruction on CRA inc TRIO

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Pension withdrawal letter 2. Pension withdrawal statement letter	When instruction is authorised (or submitted if the instruction is under the authorisation limit)	Yes	No
Notes: instructions up to £50k can be submitted without additional authorisation

Payment of regular income on CRA

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Lifetime Allowance Certificate letter	The day of the BCE transaction	Yes	No
2. Pay slip Document	Once a month	Yes	No

Ad hoc withdrawal or partial crystallisation CRA

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Pension withdrawal letter 2. Pension withdrawal statement letter	When instruction is authorised (or submitted if the instruction is under the authorisation limit)	Yes	No
Notes: instructions up to £50k can be submitted without additional authorisation
3. Your asset purchases for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No
4. Lifetime Allowance Certificate letter	The day of the BCE transaction	Yes	No

Transfer out/re-reg (partial/full)

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Transfer out statement letter	End of day	Yes	No
Notes: Includes all Completed re-registrations out Transfer out payments
2. Your asset sales for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No

Regular withdrawal/ad hoc withdrawals ISA/CIA

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Withdrawal confirmation letter	End of day	Yes	Yes

Ad hoc withdrawal CIB

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Withdrawal confirmation letter	End of day	Yes	Yes
2. Your asset sales for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	No
3. Chargeable event certificate and cover letter	End of day	Yes	No

Switches and rebalancing

Switches

The table below is applicable to switches completed online by the customer or adviser, switches requested via a form and processed by Old Mutual Wealth, or where an adviser switches a client into an adviser model or Discretionary Investment Manager model.

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Confirmation of Switch letter	Immediately	Yes	N
2. Information about your fees and charges letter Is included when switching into a DIM/DFM model, or for an adviser model asset switch.	During adviser transaction	Yes	N
Notes: Generated for the adviser to share with the client prior to the transaction. Visible on the customer document library once the transaction is submitted.
3. Adviser Fee Authorisation form	During adviser transaction	Yes	Never printed by us
Notes: Only generated when switching into a Discretionary Investment Managers (DIM) model portfolio, when the DIM fees are disclosed.
4. Your asset purchases for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	N

Ad-hoc rebalances online – completed by advisers*

* Scheduled rebalances on adviser models and ad-hoc and scheduled rebalances on Discretionary Investment Manager models do not produce any client documentation.

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Information about your fees and charges letter	During adviser transaction	Yes	Never printed
Notes: Generated for the adviser to share with the client prior to the transaction. Visible on the customer document library once the transaction is submitted.
2. Adviser Fee Authorisation form	During adviser transaction	Yes	Never printed
Notes: Generated for the adviser to share with the client prior to the transaction. Visible on the customer document library once the transaction is submitted.
3. Your asset purchases for dd/mm/yyyy (contract note)	8pm each evening a trade completes, grouped by Head Account	Yes	N
Notes: Not generated on the following, but is on all other switch types: Adviser scheduled Model rebalance, model deconstruct/ reconstruct Discretionary Investment Manager model rebalance, model deconstruct/ reconstruct

Pension regular documents

Uncrystallised

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
1. Pension wake up letter	See notes	Yes	No
Notes: Document is generated as follows: 1. 120 days before a client’s selected retirement age 2. 40 days before a client’s selected retirement age 3. At a client’s 50th birthday 4. 45 days before a client’s 55th birthday 5. Each 5th anniversary prior to a client’s birthday until the client has fully crystallised their accumulation pot. (e.g. 60th, 65th etc)
2. Pension Savings Statement	Triggered by OMW before 1st October	Yes	No
Notes: Where the pension input amount for the scheme for a tax year exceeds the annual allowance for the tax year. Where the member is subject to the money purchase annual allowance (MPAA) and the pension input amount for the tax year exceeds the MPAA.
3. Pension Annual Benefit Statement 4. SMPI illustration	Friday after the Head Account anniversary	Yes	Yes
Notes: Sent in same envelope

In Flexi-Access drawdown

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
Flexi-access drawdown pack 1. Flexi-access Drawdown Anniversary Letter 2. Pension Illustration	End of day	Yes	No
Notes: Triggered on the anniversary of entering flexi-access drawdown
3. P60	By end of May each year income is paid	Yes	Yes
4. Money Purchase Annual Allowance (MPAA) Notification	Day of activity	Yes	No
Notes: When the pension fund is first accessed flexibly by taking income, either by: Tax-efficient Regular Income Option (TRIO) A withdrawal from a flexi-access drawdown arrangement A stand-alone lump sum When a client or adviser has notified us that the client has flexibly accessed pension funds held with another provider under MPAA rules.
5. Lifetime allowance certificate	End of Day	Yes	No
Notes: Anniversary of the crystallised subaccount

In capped drawdown

Customer Document received	Generated when?	Regulatory?	Is posted even if customer is paperless
Capped drawdown pack 1. Capped drawdown optional review form 2. Pension Illustration	End of day	Yes	No
Notes: 1. 60 days before the review date of the anniversary of entering drawdown. 2. Also Adhoc if a crystallisation takes place in the 60 days after we sent the review pack
3. P60	By end of May each year income is paid	Yes	Yes
4. Lifetime allowance certificate	End of Day	Yes	No
Notes: Anniversary of the crystallised subaccount

New business and top-ups

Money out

Switches and rebalancing

Pension regular documents

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