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Frequently Asked Questions

Use the links below to find answers to some of the most frequently asked questions regarding the service, or contact your intermediary for further information and advice. You can also download our brochure Guide To Online Access in PDF format here.

About The Service

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Who is Cofunds?

Cofunds is the UK’s largest investment platform and currently administers £89.3 billion of investors' money. We offer an award winning investment administration service to intermediaries that enables them to pass on some great benefits to you the investor including:

  • A single account view of your investments across a range of investment products
  • Access to a huge fund range from all the UK's leading fund managers
  • The ability to switch between hundreds of funds quickly and cost-effectively*
  • Portfolio valuation statements from across your entire Cofunds portfolio
  • A streamlined application process resulting in considerably less paperwork
  • Online access to your portfolio.**

The business launched in 2001 and is wholly owned by Aegon. Today, Cofunds is established as the largest investment platform in the UK and has been recognised through numerous industry awards. Learn more about Cofunds.

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What is online portfolio access?

Online portfolio access enables you to log in and access information about the investments your intermediary has placed on the Cofunds Platform for you. You can use the service to:

  • Get a portfolio valuation
  • Check your transactions
  • Access correspondence and much more.

The service is available to investors whose intermediaries have already placed investments on the Cofunds Platform for them. Some intermediaries may also make the service available via their own website or may prefer to contact you personally regarding your investments.

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Is the service free to use?

The Online Investor Service is included in the overall cost of investing through Cofunds. For details of charges please speak with your financial adviser / intermediary or read the Fees and Charges section of the Terms and Conditions of the Cofunds Platform.

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How secure are my details?

Cofunds takes security very seriously and its website uses the latest 'encryption' technology to ensure the highest levels of protection of your details. Additionally, Cofunds follows strict and proven procedures when providing access to the website ensuring that your log in details are kept safe.

For example, when you log in you use a 'secure' connection and your web browser should show a yellow padlock symbol (usually at the bottom right hand corner of the web browser, this can vary depending on the web browser you use). To find out further details of the protection provided you can click on this padlock symbol.

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What is a portfolio 'valuation'?

The valuation feature provides you with a consolidated value of your portfolio of investments held on the Cofunds platform. It also breaks down your portfolio into fund-by-fund valuations for your collective, bond and pension investments. Your portfolio valuation is updated at the close of each working day and is supplied with a print friendly option for you to print and inspect when not using a computer.

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What is 'transaction history'?

The transaction history feature enables you to view the transactions for each holding you have on the Cofunds platform. Transactions record the date of a transaction, the type of transaction (such as buying new funds), the price, units/shares affected by the transactions and any charges that have been applied. Transactions usually appear on the website several working days after they have been confirmed and processed, depending on the type of transaction and product.

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What correspondence can I see?

The 'My Correspondence' page holds print friendly copies of your half yearly statements and annual consolidated tax vouchers that we also send to you in the post.

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What terms and conditions apply to the use of this service?

You must accept our Terms and Conditions when you register for the service or log in for the first time. If we change our Terms and Conditions, you may be asked to re-accept them the next time you log in to the service.

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Registering And Logging In

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How do I register to use the service?

Registration is open to investors who already have investments placed on the Cofunds platform by an intermediary who offers this service to their clients. Some intermediaries may also make the service available via their own website or will prefer to contact you personally regarding your investments.

You can check if your nominate intermediary has registered you for this service by submitting your details on the registration page.

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Where can I find my Cofunds customer number?

Your Cofunds customer reference number can be found on any documentation you have received from Cofunds for example a contact note or statement. Alternatively, your intermediary should be able to provide you with this information. (Note. When you enter this number to log in or register you must exclude any preceding zeros.)

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How long does it take to receive the registration letter containing my temporary password?

You should receive an email confirming we have received your registration request shortly after you complete the registration form. For security reasons, a letter with your temporary password is usually sent within 5 working days. If you do not receive a confirmation email or letter please reregister. If you continue to experience problems with registration please contact your intermediary.

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How do I log in?

To log in to the service select ‘Investor log in’ at the top of this page and enter your customer number, date of birth and password in the log in screen.

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Who do I contact if I can't log in or I've forgotten my password?

If you forget your password you can request a new password using the 'forgotten password' link on the log in page. Please remember that when you receive a new password email, it will only be valid for 2 hours.

If you find that your log in details are still not valid, it may be because you have requested a new password or re-registered and are using an old password. Please remember that when you request a new password, your original password will become invalid. This may also happen if we send you a temporary password in the post, but you register again after we send you that password. In this case, use the most recently received password.

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What browsers can I use to access this site?

Cofunds fully tests and supports the website using Internet Explorer versions 8, 9, 10 and 11.

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Further Help And Support

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What documents do I need to send to verify my identity and address?

You can send us two government-issued documents or one government-issued document, plus a document listed under ‘other documents’.

All documents must be the most recent (valid passport, council tax notice) or within 3 months of issue (bank statements). They must be original and signed certified.

Government-issued documents

  • valid passport
  • valid photocard driving licence (full or provisional)
  • national identity card (non-UK nationals)
  • firearms certificate or shotgun licence
  • valid (old style) full UK driving licence
  • identity card issued by the Electoral Office for Northern Ireland (if applicable)
  • recent evidence of entitlement to a state or local authority-funded benefit (including housing benefit and council tax benefit), tax credit, pension, educational or other grant.

Other documents

  • instrument of a court appointment (such as liquidator, or grant of probate)
  • current council tax demand letter or statement
  • current bank statements, or credit/debit card statements, issued by a regulated financial sector firm in the UK, EU or comparable jurisdiction (original or postal copy)
  • utility bills (original or postal copy)
  • electoral role check
  • HMRC registration card CIS4 (although these cards are no longer in active use).
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Who can certify documents?

You should not send valuable documents through the post. Where possible, original documents should be copied and certified.

All copies must be certified by a UK lawyer, accountant, manager or director of a bank/regulated financial institution, notary public, commissioner for oaths, intermediary, family doctor, qualified teacher, member of the judiciary, police officer, a senior civil/public servant, Stockbroker or Consular Official at a British Embassy or Consulate. The person certifying the document should:

  • provide contact details and be contactable if necessary
  • date, sign and write ‘original seen’ on the copy
  • if the document includes a photograph, state ‘original was a good likeness’ on the copy
  • state the capacity in which they are signing.
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What should I do if my personal details change?

If your name or address changes then please inform your Intermediary who will verify your details and inform us of the necessary changes.

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Who do I contact for more information and help?

Please contact your intermediary for any query you may have about the service other than difficulties in registering and logging in.

Please note that some intermediaries may also offer access to your Cofunds holdings via their own website, or may prefer to inform you personally of your investments.

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Notes

  As at 30/06/2017. Source: Cofunds Market Insight Team (BI)

*   Please contact your intermediary regarding any fees and charges that may apply for switching investments.

** Some intermediaries may also offer access to your Cofunds holdings via their own website, or may prefer to inform you personally of  your investments.