Contact Us

In a hurry? You may find your answer more quickly in our FAQs, please take a moment to refer to them before getting in touch.

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.

You may trade online once you have registered and opened an account, alternatively you can trade over the telephone using our telephone dealing service.

You can pay money in online via debit card, alternatively you may send a cheque with a covering letter or make an electronic transfer. should you wish to top up your account by electronic transfer please contact the helpdesk for more information.

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 reset 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.

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 reset code. Once you receive it, you will be able to enter it into the site and change your password.

Please contact the Helpdesk who will send it to you by first class post.

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.

Through the Charles Stanley Direct Investment Account you may access a wide range of investments including;

  • Equities listed on UK and Overseas Markets
  • Over 1500 Funds (Unit Trusts & OEICs)
  • ETFs & ETC’s
  • Gilts & Bonds
  • Investment Trusts & REITs

You will need your username, password and memorable word to log in.

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.

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:

Secure Message

The best way to get in touch with the Helpdesk is via a Secure Message

When you receive a reply, you will see a number appear above the envelope icon on the top menu. We will also send you an email to let you know that a Secure Message is waiting.

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Call Us

For help with your account please call our helpdesk:

013 1550 1234

7.30 am to 5pm, Monday - Friday

Change of Details

If you want to change your username please call us: 0131 550 1234. All other details can be changed in your profile.

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

Registered Head Office

Charles Stanley & Co. Ltd, 25 Luke Street, London EC2A 4AR.