Please see below our most frequently asked questions, alternatively we may be able to answer you in our full list of Frequently Asked Questions. If you cannot find the answer to your query, our contact details can be found below.
What information do I need to log in to my account?+
You will need your username, password and memorable word to log in.
I have forgotten my username. How do I reset it?+
Please contact the Helpdesk who will send it to you by first class post.
I have forgotten my password. How do I reset it?+
You will be able to able to reset your password yourself by going to the "Forgotten your logon details?" link via the "Log in" button on the homepage. You will be asked to enter your username, date of birth and answer to one of your security questions. We will then send you a security code. Once you receive it, you will be able to enter it into the site and change your password.
I have forgotten my memorable word. How do I reset it?+
If you do not remember your memorable word, please use your "hint" to help you recall it. If your hint does not help, you will need to reset it yourself. First you should click on the "forgot your memorable word?" link. You will then need to request a security code, for which you will need your date of birth and answer to one of your security questions. Once you have this code, you will need to enter it into the site to change your memorable word and your hint.
Has my fund order gone through?+
The majority of funds (but not all) trade once a day at 12.00pm therefore if your order has been placed with us by 11am it will usually go through at that day's pricing point. If you place your order later than this then it will normally go through at the next pricing point (usually the following day). If you ever wish to check the specific trading point of a fund, please contact the helpdesk and we will be happy to supply you with this information.
We must then wait until the fund manager has confirmed the terms of the trade before we can issue you with a contract note. If you haven't received a contract note within 48 business hours, please contact the Helpdesk. Please be aware that your trade will show as being "pending" on your "Order List" until this time.
I've tried to place an order and the site says to call you.+
Sometimes when placing a market order online your trade will not complete automatically. This can be due to a number of market conditions including, but not limited to, the size of your order and the stock's liquidity. In these instances we recommend that you place a limit order which our dealers can trade manually should it be necessary. You are welcome to call the helpdesk for further information and for assistance in placing an order.
You will also need to call us to place trades in certain investments such as bonds, overseas equities, and Gilts, which cannot be executed online. Please visit our Telephone Dealing section for further information and contact details.
Why hasn't my payment reached my account?+
If you pay money into your Investment Account or ISA by debit card after 7pm and before 9am, there may be a delay of a few hours before the money becomes available for investment. At all other times money should become available for investment within a few minutes.
If you make a payment through BACS, CHAPS or Faster Payment through your bank, then the funds will not be available to invest in your account until they have cleared. This could take up to three working days.
What is happening with my transfer to you?+
When you submitted a transfer request we will have provided you with an estimated timescale for the transfer's completion. Estimates vary depending on the types of investments you hold and the provider they are held with, and are based on current transfer completion times.
While we endeavour to complete your transfer as soon as possible we are also working to your current provider's timetable, and if your transfer is not yet complete the process will still be underway. We will be in touch if any further information or action is required from you, and we will contact you once your transfer has been completed.
New client or need help with investing?
Our Investment Helpdesk are always happy to offer information on our range of accounts, as well as the fund, shares and other investment options available within them:
0131 550 1212
Open 8am - 6pm, Monday - Friday
Please do not send any sensitive information in an email, as it is not a secure medium of transmission. If you are a client you may send a Secure Message instead. If not, please telephone and ask for advice on how to best send us sensitive information.
Want us to call you back?
If you prefer, we will ring you at a time that suits you to answer any questions you may have. Although we endeavour to call when you ask, at busy periods it may take up to 2 working days to get back to you. In addition, we will normally only call during office hours as listed above.
Give us your details so we can call you back.
Existing client needing help with your account?
Our Accounts Helpdesk would be happy to help you with any enquiry you might have:
- Change of details? No need to contact us. Visit My Profile.
- Secure Message us The best way to get in touch with the Accounts Helpdesk is via a Secure Message. When they reply, you will see an icon appear in the top right hand corner of the screen. We will also send you an email to let you know that a Secure Message is waiting.
0131 550 1234
Open 7.30am - 5.00pm, Monday - Friday
Please do not send any sensitive information in an email, as it is not a secure medium of transmission. Instead, please send a Secure Message.
Write to us
Charles Stanley Direct
2 Multrees Walk
Edinburgh EH1 3DQ
Our internal complaints handling procedures for the reasonable and prompt handling of complaints is available upon request. If you cannot settle your complaint with us, we are subject to the independent jurisdiction of the Financial Ombudsman Service (FOS), to whom you may be entitled to refer your complaint. The FOS can be contacted on 0800 023 4567 or at www.financial-ombudsman.org.uk.
Registered head office Charles Stanley & Co. Ltd, 25 Luke Street, London EC2A 4AR. Telephone: 020 7739 8200