PruAdviser on-line services will be unavailable from 16:00 on Saturday 11 December until 12:30 on Sunday 12 December for website maintenance.
Currently we are not able to show some detailed information for Retirement Account performance for clients. This will be restored on 13 December 2021. We're sorry for any inconvenience this causes.

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.

Details

New ISA application processing

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.

  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 contribution2
    and/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 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.

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
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

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
Switch From An LF Prudential OEIC To An Existing ISA
  • N/A
Additional Permitted Subscriptions
  • N/A
Other Death Processing
  • 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.

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.

Cash ISA Manager name
   

Abundance Investment Ltd

Gatehouse Bank plc SAGA

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

Stocks and Shares ISA Manager name
   

Aegon / Cofunds

Novia Financial plc Standard Life Savings Limited

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?

Cash ISA Managers

Currently, Cash ISA transfers that are identified as electronic require completion of the Account Number and Sort Code with Roll Number being optional. It’s recently been identified that this validation doesn’t cater for a small number of Cash ISA Managers, mostly Building Societies.

The following Cash ISA Managers will therefore continue to require a signed transfer authority form. A pre-populated transfer authority form will be provided for these cases;

  • AA
  • Aldermore plc
  • Britannia Build Society
  • Skipton Building Society
  • Yorkshire Building Society
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.

"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.