ISA Online functionality

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.

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.

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.

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.

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.

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

Details correct at 01/10/2021

Details correct at 01/10/2021

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.