Client FAQs

Our clients do need to ask us questions from time to time, and we find that certain questions crop up again and again. As a result, we've compiled this list of Frequently Asked Questions. If you have a question that isn't answered here, we'd like to hear from you .

Logging in Back to top

I have forgotten my password. How do I reset it?

If you know your username, you can change your password yourself by going to the “Forgotten your logon details?” link using the “Log in” button on our homepage. You will be asked to enter your username, your date of birth and the answer to a Security Question set by you.

If you do not know your username, click on “Forgotten your logon details?” using the “Log in” button on the homepage and you see a link to allow you request a reminder by post.

I have forgotten my Username. How can I get a reminder?

Click on “Forgotten your logon details?” using the “Log in” button on the homepage and you see a link to allow you request a reminder by post. Alternatively, please contact the Helpdesk on 0131 550 1234 to request a reminder by post.

Account amendments Back to top

How do I change my username?

Please send a secure message through your account.

How do I change my password?

Under your “Dashboard” dropdown menu you can change your password through the “My Profile” section.

How do I change my address?

To update your address please log in to the website go to your “Dashboard” dropdown menu and select the “My Profile” link. If you are moving overseas, please send us a Secure Message with your new address.

I am blocked from updating my personal details. Why is this?

It is most likely you have an overseas address registered with us. Please send us any required amendments by Secure Message.

I am moving overseas. Can I keep my account with you?

Usually this is not a problem. Please send a Secure Message with your new address. You will not be able to give us a new overseas address through the “My Profile” link.

Applying for an account Back to top

What kind of accounts do you offer?

We offer ISAs, Junior ISAs, personal Investment accounts, Joint Investment accounts and SIPPs (Self Invested Personal Pensions). You will be able to view all your Charles Stanley Direct accounts with single set of logon details through your “Dashboard”.

We do not offer accounts for Companies, Trusts, Investment Clubs, SIPPs with a provider other than us, or Small Self-administered Schemes (SSASs).

Do I have to live in the UK to open an account with Charles Stanley Direct?

Yes. We only offer accounts for people who live in the UK.

Custody Back to top

How do you look after my investments?

Our nominee account offers you simplicity, security and efficiency. We hold your securities registered in the name of our nominee company, Rock Nominees Limited or with our appointed custodians (currently Cofunds, Euroclear and BNY Mellon). You remain the owner of your investments, which (except in certain overseas jurisdictions) are fully ring-fenced from the companies assets. We handle all the paperwork on your behalf and, on your instructions, deal with all the arrangements for settling purchases and sales. We collect dividends on your behalf. You receive an annual Securities Report including a Consolidated Tax Certificate.

Fund Conversions Back to top

Why are you converting my fund holdings?

Whenever the alternative exists for us to move you to a class with a lower annual management fee, we will arrange to convert your holding. We will first notify you by email, to give you the opportunity to sell before the conversion process begins. We do not charge you for such conversions: this conversion service is at the heart of our commitment to offer a fairer deal to the private investor.

We carry out conversions most often following transfers to us from other platforms, but we will also carry them out periodically if a cheaper alternative becomes available.

Conversion does not affect the underlying assets in which your money is invested, or the value of your investments. Nor does it incur any additional charges or crystallise any Capital Gains Tax. At the end of the share class conversion process, you will hold the same fund, at the same market value and original tax cost, but you will be invested instead in a share class with a lower annual management charge than the one you currently hold.

Please be aware that conversion to a different class of the same fund may result in you holding a different number of shares/units in the new class. However, as mentioned, the market value and original tax cost would be unchanged and will continue to be shown on your portfolio valuation in the usual way.

ISAs Back to top

How do I open an ISA account?

First please register with us. During the registration process you will be asked which accounts you wish to open. Select ‘ISA account’ and follow the steps on the screen. If you have already registered please login. On your Dashboard home page you will find an “Open More Accounts” link, which will give you the option to apply for an ISA account.

What can I hold in my ISA?

The following securities can be held in your ISA;

  • Funds, Unit Trusts and OEICs
  • UK Equities listed on the London Stock Exchange (LSE) and the Alternative Investment Market (AIM)
  • Investment Trusts and Real Estate Investment Trusts (REITs)
  • Gilts and Bonds
  • Permanent Interest Bearing Shares (PIBS)
  • Exchange Traded Products
  • Overseas shares listed on the main European US Canadian and Far Eastern Markets

If you are unsure whether an investment is eligible, please contact our Help Desk on 0131 550 1234.

How can I pay my ISA fee?

If you have sufficient cash in your ISA we will deduct our monthly fee from this balance. Should you wish to credit this amount of the fee back to your ISA, you have around a month following the deduction to do so.

If the ISA fee has created a cash deficit, you can return the entire fee to your ISA for around a month following deduction. Once a month has passed, you will only be able to pay the amount of the deficit.

To make the payment, under your “Dashboard” dropdown menu, please click on the “Pay Money In” link. There you will be given the choice to “Make a subscription payment” or “Pay account fees”. If the payment you wish to make is solely to cover the last fee, select “Pay account fees”.

It is not possible to pay in funds to cover future fees, without using part of your subscription.

If you would like the fees to be taken from an Investment account in your name, please send us an instruction by secure message.

How do I “Bed & ISA”?

Bed & ISA is a way to transfer shares held outside of an ISA into your ISA as a subscription. The shares or funds are simultaneously sold from your Investment Account and repurchased in your ISA account through the same market maker to protect you against any price movements and to control the amount charged by the market maker by the “spread” between the sale and repurchase price. On the settlement date, we will record the sale proceeds as your subscription to your ISA.

The following charges may apply:

  • £11.50 commission on both the sale and repurchase, £23 in total.
  • Stamp duty (if applicable) on the purchase.
  • For UK listed share purchases over £10,000, a levy of £1 to help fund the Panel on Takeovers and Mergers.
  • Any difference between the sale and repurchase prices.

Bed & ISA must be requested by telephone, by calling our Helpdesk on 0131 550 1234. If you wish to carry out a Bed & ISA near the end of the tax year, please leave yourself plenty of time because our deadline will be a few working days before 5 April.

Because Bed & ISA includes a sale, you might also need to pay capital gains tax.

Can I transfer shares into my ISA?

HMRC does not permit shares to be transferred directly into an ISA unless you have received them as part of a Save As You Earn scheme or an Employee Share Investment Plan. For Save As You Earn shares, you need to be within the 90 days of the date you exercise your share options or, for Share Investment Plans, the date your shares cease to be subject to the plan. As long as your shares are UK-listed, we will not charge for any transfers in of these UK-listed shares.

Save As You Earn Shares

To transfer in shares received under a Save As You Earn scheme, please send us the following:

  • A cover letter stating that you wish to transfer your Save As You Earn shares into an ISA.
  • A copy of the signed and dated Exercise of Option form (sometimes known as the Share Save Maturity Form).
  • Your share certificate or, if the transfer to us of your shares are held electronically, please provide the name of the stock and the number of shares due to be transferred to us with the contact details of the transferring Investment Manager.

Share Investment Plan Shares:

  • A cover letter stating that you wish to transfer your Share Investment Plan shares into an ISA.
  • A copy of the signed and dated release form.
  • Your share certificate or, if the transfer to us of your shares are held electronically, please provide the name of the stock and the number of shares due to be transferred to us with the contact details of the transferring broker.
  • See also ‘How do I Bed & ISA’ above.

  • There is a “tax credit” on my ISA statement. What is it?

    Tax credits are paid on certain types of income-generating funds. If the composition of a fund is 60% or more fixed interest (including corporate bonds and gilts), you will receive a credit to offset the tax paid on the fixed interest component of the fund, which we will claim for your ISA. It can take around six weeks after the payment of the distribution for these credits to arrive.

    From 6 April 2017, interest received by UK funds will be paid with no tax deducted (‘gross’).

    How can I transfer my ISA from another provider to my CSD ISA?

    You first need to open an ISA with us (see ‘How do I open an ISA’ above). You then need to complete and return an ISA transfer form. You can either contact the Helpdesk on 0131 550 1234 to request the form or, under your “Dashboard” dropdown menu, print one off by clicking on the “Transfer In” link. If you have more than one account with us, you will need to ensure your “selected account” is your ISA under the Account Selector field you’ll see to the top right of your screen.

    How long does it take before I can invest the proceeds of a sale?

    When you sell shares, you may reinvest the proceeds immediately. You may reinvest the proceeds from Unit Trust and OEIC trades as soon as the contract note is confirmed on your account, this is usually the following day from when the sale is placed. Please check your available cash to see your trading limit.

    How quickly are my trades processed?

    Equity trades are processed immediately during market hours. Fund (Unit Trust and OEIC) trades are processed as soon as possible. The dealing cut off time varies from fund to fund but is typically 11:00am. Orders received after the dealing cut off time are executed at the next valuation point; this is usually the following business day.

    Junior ISAs Back to top

    I manage a Junior ISA for a child who is about to turn 18. What do I need to do?

    We will contact you as a matter of course ahead of the child’s birthday. Once the child turns 18, he or she will need to register through our home page and complete an ISA application. Once complete we will then convert the account into a full ISA in the child’s name.

    Can I open a Junior ISA for a grandchild?

    No, all Junior ISAs must be opened by one of the parents or legal guardians of the child. However, you can pay into an existing account by contacting the Helpdesk on 0131 550 1234. They can send you a Third Party Contribution form. You should then return this form with a personal cheque to our Edinburgh office.

    Monthly Investing Back to top

    How do I set up an instruction to invest monthly?

    Monthly investments are only available into funds.

    Please logon then, under your “Dashboard” dropdown menu, and click on “Portfolio” and “Monthly Investing”. From there you can create a new monthly arrangement to invest into funds, from £50 per month up to £10,000. These orders will be placed on your behalf on the 10th of each month or the first business day after the 10th of the month. If you do not have sufficient funds in your account by the 10th of the month to cover the full cost, your order(s) may only be partially filled or may fail.

    How do I change my monthly investment instructions?

    Please logon then, under your “Dashboard” dropdown menu, click on “Portfolio” and “Monthly Investing”. Under the “Actions” column, you will find the options either to delete the regular payments or to amend the amount.

    My Direct Accounts Back to top

    What regular information will you send me?

    We send nearly all of our correspondence by email and secure message; so please make sure that we always have a valid email address for you.

    We will send you contract notes by email following each trade. Contract notes are issued for equity trades a few minutes after the transaction. It may take up to 48 hours to receive a contract note for a fund trade. It may also take longer to receive a contract note in confirmation of an overseas trade.

    You will also receive advance notification of any corporate actions that will have an impact on your holdings. If there is a choice for you to make relating to a holding, you will need to send us your instructions by Secure Message and by a set deadline.

    In April of each year, we will email you a Securities Reports. These reports include a Consolidated Tax Certificate showing all income received in the preceding tax year along with your tax credits. You may have tax to pay. If so, keep this certificate safe to help you complete your tax return.

    If you have no holdings on 5 April and have received no dividend income during the previous tax year, you will not be issued with a Securities Report.

    If you have an ISA, you will receive annual report by email providing a statement of capital and income, a list of portfolio changes, a portfolio valuation and an account summary. We will also email you a certificate following each contribution.

    If you have a Charles Stanley Direct SIPP account, you will receive an annual statement by post from EBS Management plc. This statement includes a tax year end SIPP valuation, a statement of any contributions made and a projection of benefits. If you have taken any retirement benefits, the pack will also include a certificate of the lifetime allowance you have used up.

    Are you able to provide me with any Capital Gains Tax information?

    You can request a Capital Gains Tax Report from the ‘Dashboard’ drop down menu. The report will be sent to you through our secure messaging system. This report will list your transactions for the tax year, your Net Gain or Loss for each transaction and your total Net Gain or Loss, for the tax year.

    Will I get a Consolidated Tax Certificate?

    In April of each year, those with Investment accounts who have received dividend income will receive a Securities Report by email which will include a Consolidated Tax Certificate. This Certificate will show all income received in the preceding tax year along with your tax credits.

    You may have tax to pay. If so, keep this certificate safe to help you complete your tax return.

    Can I ask for another copy of my Consolidated Tax Certificate?

    Please contact the Helpdesk who will be able to email you a copy free of charge.

    What rate of interest will you pay on cash balances?

    Please check the rates under the “What We Charge” section on the home page.

    If interest is paid, it will be calculated daily and credited to your account twice a year in April and October. All payments are made gross. You can view any interest payments under your “Dashboard” dropdown menu by clicking on your “Statement”.

    How can I find out when a dividend is due to be paid?

    Each stock or fund available for trading has its own page, which you can access using the “Search” function with the magnifying class at the top right of the site. For shares, you will find this information under the “Core Data” tab. For funds, you will find it under the “Key Information” section.

    Where can I view my dividends and distributions?

    You can find a record of all the income you received under your “Dashboard” dropdown menu on the “Statement” link. Using “Show Filter” button you can choose the information you want by selecting “income”, “capital” or both, along with your chosen date range.

    My total dividends for the tax year are more than £5,000. Do I need to pay tax?

    You may need to declare some of your dividends even if you are a basic rate taxpayer.

    How do I add tax/book costs for holdings that I have transferred to you?

    Send us a secure message quoting the total you paid for each holding. We’ll add the figures for you.

    Can I change how my valuation looks?

    Yes, you can change both the columns you see and the order in which they appear. To select your columns, please click on the “Manage Columns” link on your valuation. There you can add and remove columns to ensure that you see only what is useful to you.

    You can alter the order in the “Active Columns” section by clicking and dragging the column heading up or down. Click the “Apply Changes” button to save your preferences.

    Where can I find my valuation?

    You can find it under the “Dashboard” dropdown menu link “Portfolio Valuation”. If you have multiple accounts, you can move between them by clicking on the “Change Account” link to the top right of your screen.

    If you have more than one account, you can view a “combined portfolio” from the link under your “Dashboard” dropdown menu “Combined Portfolio”.

    Paying money in/Topping Up Back to top

    How do I transfer funds between my accounts?

    Please logon and under your “Dashboard” dropdown menu go to the “Transfer Between Accounts” option.

    I want to fund a Junior ISA. How do I do this?

    Please contact the helpdesk who will be pleased to supply you with a Third Party Contribution Form, please complete and return the form with a personal cheque to our Edinburgh office.

    How do I change the bank details you have on record?

    Please update them through your “Dashboard” dropdown menu under the “My Profile” link.

    Can someone else pay money into my account?

    We do not allow anyone but you, your spouse or civil partner to pay money into your accounts with us. Payments from anyone else will be rejected and returned.

    However, we are able to accept payments people who wish to contribute to a Junior ISA.

    How do I set up a Direct Debit?

    As a part of the account opening process, you may download and set up a Direct Debit Mandate to make regular payments to any account. Alternatively, the Helpdesk can email or post one to you. Please return it to the Edinburgh office, which will acknowledge receipt by secure message and will let you know the date the first payment will be taken. Payments are taken on the 3rd of each month or the first business day thereafter.

    You can only set up a Direct Debit Mandate on an account held in your name.

    The minimum amount you can pay in each month is £50 for investment accounts or ISAs and £100 for SIPPs.

    How can I change the amount of my Direct Debit Mandate?

    Send us a Secure Message to let us know the revised amount. No amendments to Direct Debit arrangements can be made for seven working days prior to the 3rd of each month. If your request is made during this period, your next payment will be for the original amount. All subsequent payments will be for the new amount.

    How do I cancel a Direct Debit Mandate?

    Send us an instruction by Secure Message and notify your bank of the cancellation.

    No amendments to Direct Debit arrangements can be made in the seven working days before the 3rd of each month. If your cancellation request is made during this period and you have not notified your bank, the payment will be taken one final time.

    How do I top up to my accounts with lump sums?

    You can pay in a lump sum by debit card, electronic transfer or personal cheque. It is possible to contribute in addition to any lump sums by monthly Direct Debit.

    To pay funds in by debit card, please go to your “Dashboard” dropdown menu and click on the “Pay Money In” link.

    Personal cheques should be made payable to “Charles Stanley Direct” and sent with a covering letter to our Edinburgh office stating the account to which it should be credited.

    If you wish to make an electronic transfer to any of your accounts, please contact the helpdesk for our bank account details.

    Paying money out/Withdrawals Back to top

    Are you able to pay me the income generated from my investments?

    We can arrange such payments to your designated bank account on a monthly, quarterly or half yearly basis from you ISA, or Investment Account. If you have not received any income during your selected period, no payment will be made.

    We cannot pay you the income generated on a SIPP account.

    To set up such payments, go to your “Dashboard” dropdown menu select the “Income Handling” link and make your selection using the “Pay all income into my registered bank account” option - this function is not available for SIPP accounts.

    Are you able to make regular payments out to me?

    We can arrange the payment of a fixed amount from your general or ISA investment account to your designated bank account on a monthly basis. If your account does not contain a sufficient balance, no payment will be made that month. A minimum of £50 applies and such payments can only be made on a monthly basis.

    To set up such payments, please go to your “Dashboard” dropdown menu select the “Income Handling” link and make your selection through the “Pay a fixed monthly amount” option.

    If you are aged 55 or over and require payments from your SIPP, please contact the Helpdesk.

    I have sold some holdings. When can I withdraw the funds?

    You will need to wait for your sale to settle. Your contract note will specify the expected settlement date. For UK shares, the settlement date will normally be two working days following your sale. In the case of funds, you usually need to wait four working days.

    How do I withdraw cash from my accounts?

    Go to your “Dashboard” dropdown menu and click on the “Withdraw Money” link. You can specify the amount you wish to withdraw and the method that you would like us to use to send the monies to you. We can return the monies by cheque or to your designated bank account by BACS (two to three working days) or CHAPS (the same working day for requests received by noon on a business day. We charge £25 for each CHAPS. Alternatively, please send us an instruction by secure message.

    We can only make a payment to your designated bank account. If you wish to change your designated bank account, you can do so through your “Dashboard” dropdown menu by selecting the “My Profile” link.

    Security Back to top

    How do I know if an email is really from you?

    Our emails will always come from an address ending @charles-stanley.co.uk, @charles-stanley-direct.co.uk or @cs-d.co.uk.

    If we send you an unsolicited letter or email, we will always quote one of your account numbers. Checking that account number is genuinely one of yours will help prove it’s from us. You can see your account number on your dashboard when logged into our web site, or on any contract note.

    If you’re unsure if an email is from us, you can forward it [email protected] We’ll confirm whether if came from us or not.

    SIPP Back to top

    Am I eligible to open a SIPP with you?

    You will be eligible to open a SIPP account as long as you are a UK resident under the age of 75.

    Can I take out a SIPP alongside other pensions?

    Yes. You may contribute to as many pensions as you like simultaneously but please be aware of your personal contribution limits and the annual and lifetime allowances.

    How do I open a SIPP?

    To open a SIPP with us you will first need to register for an account. During the registration process you will be asked which accounts you wish to open - please select SIPP account and follow the steps on the screen.

    Can I transfer my existing personal pensions to a SIPP?

    Yes. You can typically transfer the following types of pension to our SIPP without advice:

    • Personal Pensions (PPPs), Stakeholder Pensions (SHPs), Retirement Annuity Contracts (s226)
    • Other SIPPs, Free Standing AVC’s (FSAVCs)
    • Executive Pension Plans (EPPs)
    • Most paid up Occupational Money Purchase Pension Plans
    Can I transfer a final salary/defined benefits pension scheme to my SIPP?

    We can accept transfers from defined benefit schemes only if we receive written positive recommendation from a Financial Advisor.

    When will I receive my pension tax relief?

    Basic rate tax relief will be added to your SIPP account around six to eight weeks following the payment of any personal contributions.

    Can my employer/company contribute to my SIPP?

    Yes. To set up and enable such contributions please contact the Helpdesk to request a SIPP Employer Contribution and Standing Order form.

    Is it possible to open a SIPP in joint names?

    No. It is not possible to open a SIPP in joint names.

    How do I pay funds into my SIPP?

    You can pay in funds by debit card, electronic transfer, personal cheque or Direct Debit Mandate.

    What is a Bed & SIPP?

    A Bed & SIPP is a method of contributing to your SIPP using shares held in your trading account. On your instruction we will sell your chosen investments in your trading account, top up your SIPP with the proceeds in cash (which will be eligible for tax relief) and then buy back the shares to the value of the net contribution immediately. Once received the tax relief will be held in the SIPP cash account pending your investment instructions.

    What can I hold in my SIPP?

    The following securities can be held in your SIPP;

    • Funds, Unit Trusts and OEICs
    • UK Equities listed on the London Stock Exchange (LSE) and the Alternative Investment Market (AIM)
    • Investment Trusts and Real Estate Investment Trusts (REITs)
    • Gilts and Bonds
    • Permanent Interest Bearing Shares (PIBS)
    • Exchange Traded Products
    • Overseas shares listed on the main European US Canadian and Far Eastern Markets

    You cannot buy property, Unregulated Collective Investment Schemes (UCIS), Options, Futures, Contracts for Difference, unquoted shares or Insurance company funds into the Charles Stanley Direct SIPP.

    What is Pension Commencement Lump Sum?

    The Pension Commencement Lump Sum (sometimes called Tax-free Cash) refers to the lump sum that you are entitled to draw from you pension when you retire. Through the SIPP you are typically entitled to take 25% from your fund as the lump sum, the remainder of the pot has to be used to provide a taxable income.

    How do I take my Pension Commencement Lump Sum?

    Please contact the Helpdesk to request a ‘Taking Your Benefits’ form.

    I’ve been taxed incorrectly on my drawdown income payments. What can I do?

    When you go into Drawdown for the first time, payments from your SIPP will be taxed in full using an emergency tax code unless we receive an original P45 at the commencement of your pension. This will only be changed once HMRC provide us with a new tax code. HMRC will be advised that an emergency code is operation. They may in due course automatically issue an amended PAYE tax code but you are responsible for ensuring that we are using the correct code and we are unable to assist you in any negotiations with HMRC.

    Trading Back to top

    Can I cancel my order to buy or sell a fund?

    Fund orders cannot usually be cancelled after they have been placed, so please exercise care when placing them.

    I have lost my contract note. How can I get a copy?

    You’ll be able to find a PDF copy of all contract notes under your “Dashboard” dropdown menu by selecting the “Stock Movements” link. Alternatively, please contact the Helpdesk and a copy can be emailed to you.

    My fund purchase is subject to a Dilution Levy. What is that?

    To limit investment flows into and out of a fund occasionally a fund manager will impose a dilution levy. This is a charge that is in addition to any other initial charges applicable to the fund purchase and will be shown on the contract note. Should a fund manager wish to discourage withdrawals a dilution levy may also be applied on exiting a fund. In both instances details of the dilution levy can be found on the Key Investors Information Document (KIID).

    Why haven’t I had a contract note for my fund order yet?

    Subject to cut off times, any fund orders placed will be held until the next “Pricing Point” which is often, but not always, 12 noon. We need to wait for the fund manager to confirm the terms of your 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.

    You can check the status of your fund orders through your “Dashboard” dropdown menu by selecting “Order List”.

    Can I cancel my orders?

    You can cancel an equity order that has not been executed or is in the process of being executed. Please go to your “Dashboard” dropdown menu and select “Order List” . There you will see any orders that you have recently placed. If you are able to cancel it, you will see a red “Cancel” button under the “Actions” column. You will need to confirm your cancellation on the following page.

    Can I place trades over the telephone?

    You can call our Telephone Dealing Team directly on 0207 149 6660 between 7:45 am and 5 pm. Please ensure you have your account number to hand. Telephone dealing commission rates will apply.

    All trades in overseas securities, gilts and bonds must be placed by telephone.

    What is a limit order?

    A limit order is an order to buy or sell a stock at a specific price or better. You can specify the highest or lowest price you will accept.

    Can I place a trade when the market is closed?

    Yes. You will be asked to set a limit order. If your order can be placed when the market next opens you trade will execute immediately; otherwise we will monitor the market until close of market at 4:30 pm that day. If your specified price (or better) can be met your order will be fulfilled. If not, your order will expire at the close of market. Once expired, you can resubmit your order at any time.

    You can place a limit to buy or sell a number of shares, or invest or raise a GBP value. All limits need to be placed in pence, based on the price per share.

    What kind of limit orders do you offer?

    We permit buy and sell limit orders which are good-for-the-day. If you set a limit on the sale price, we will only place the trade if we can achieve that price or better. If you set a buy limit, we will only trade if we can buy at that price or better.

    When selling, your sale limit should therefore be the lowest price you are willing to accept per share. When buying, it should be the most you are prepared to pay per share.

    All limits need to be placed in pence, based on the price per share.

    If you wish to place an extended limit you are welcome to place your order by telephone.

    Our systems will monitor your limit price until the next close of business. If you place an order when the market is closed, it will be held until the market next opens. If your specified price, or better, can be met during the course of the day your order will be fulfilled. If not, your order will expire at close of market (normally 16:30). Once expired, you are welcome to re-submit your order at any time.

    Why can’t I place a market order?

    Restrictions on placing market orders typically come from the market itself. Market makers determine the volume of shares that they are prepared to trade electronically, so it may simply be that you are trying to trade more shares than there is a market for. Shares that are particularly illiquid or volatile are more likely to be subject to these restrictions.

    You may wish to look at the Exchange Market Size (“EMS”) which you will find on the “Trade Now” page. Market Makers are obliged to honour the quoted price up to the EMS, although this does not mean that they have to permit electronic trades to this size. Equally, it is possible for trades in excess of EMS to go through electronically. Thus the EMS should only be treated as a rough rule of thumb. You have a greater chance of placing a market order if your trade is within the EMS but there are no guarantees.

    If you can’t place a market order, you will normally be given the option to place your order with a limit based on the share price. If your limit is achievable, your order should be dealt promptly by one of our dealers.

    Which markets can I trade on?

    You can place orders online to buy or sell most equities including Exchange Traded Funds) and Investment Trusts which trade on the London Stock Exchange (LSE) or the Alternative Investment Market (AIM).

    Trading in the following securities can be placed by calling our Telephone Dealing Team directly on 0207 149 6660:

    • Gilts
    • NEX Exchange - listed equities
    • UK/Overseas bonds
    • Overseas equities
    • Permanent Interest Bearing Shares (PIBS)

    Any trades that cannot be placed online will be subject to our telephone trading charges.

    I have sold some stock. When can I reinvest?

    You will be able to reinvest the proceeds from the sale of shares, Exchange Traded Funds or Investment Trusts immediately. If you are selling a fund to reinvest in another fund, you will first need to wait for a contact note to be issued which will detail when the proceeds will be available.

    How do I know if my order or trade has gone through?

    Please check your “Order List” which you can find under your Dashboard dropdown menu. You will also receive a contract note by email in confirmation. Contract notes are issued for equity trades a few minutes after transaction. It may take up to 48 hours to receive a contract note for a fund trade. It may also take longer to receive a contract note in confirmation of an overseas trade. Your valuation and statement will also be updated.

    For your convenience, all contract notes are also stored under the “Stock Movements” link that you’ll find under your “Dashboard” dropdown menu.

    If you are unsure about the status of any order, please contact the Helpdesk.

    How do I cancel an order or trade?

    You can only cancel orders to buy or sell shares. Please logon and go to your Dashboard dropdown menu and select “Order List”. There you will see a list of your current orders. You can cancel any orders that have not already been dealt by clicking on the “Cancel” button under the Actions column. You will be presented with a confirmation screen. Please select “I wish to cancel this order – proceed”.

    Please note that you cannot cancel orders that have already been dealt. You also cannot normally cancel fund orders.

    When do I pay for trades?

    You need to ensure that your account is sufficiently funded to cover the full cost of any purchase before you place it. The fastest way to fund your account is usually to pay by debit card through the “Pay Money In” section under your “Dashboard” dropdown menu.

    How do I check if I have placed an order?

    Please logon and check your “Order List” which you can find under your “Dashboard” dropdown menu. There you can see your orders and their status. The Helpdesk will be pleased to assist in case of query.

    What are your dealing charges?

    We charge £11.50 commission for each online equity/share trade. We do not charge commission on fund trades.

    For details of our administration fees, overseas and gilt dealing rates, along with our full schedule of SIPP charges, please visit the “What We Charge” link on the home page of the site.

    How do I place a trade online?

    If you wish to place your first investment into a security, you can search for it using the Search facility with the magnifying glass to the top right of any page. You can input the name of the security, the SEDOL code or the EPIC code/ticker. Entering a full or partial name will bring up a list of matching securities. If you cannot find your the security you are looking for, please contact the Helpdesk. A successful search will bring you to the Share or Fund Factsheet where you will see a “Buy or Sell” option. Clicking this link will bring you to the “Trade Now” page.

    If you wish to sell a holding, you may find it easier to start at your valuation. You will see an “Actions” column to the far right. If you select “sell”, you will be taken to the “Trade Now” page where you can place your order.

    If you wish to add to a holding, you can also use the “Actions” column on your valuation where you can select “Buy more” to be taken to the “Trade Now” page.

    Transferring Back to top

    How do I transfer to shares and funds to Charles Stanley Direct?

    You can download the relevant transfer forms from your “Dashboard” dropdown menu by clicking the “Transfer In” link . This form needs to be completed and returned to us. We will then contact your current broker to arrange the transfer. If possible, please send us a current valuation with the transfer form. We can use this valuation to check that we receive all your holdings.

    We will acknowledge receipt of your transfer form by secure message letting you know how long we think it will take, then we will contact you once the transfers have completed.

    The time to complete the transfer will depend on your current broker or platform.

    How can I transfer shares to my spouse or civil partner?

    We can only transfer shares to your spouse or civil partner if he or she has an account with us. If the transfer is being made as a gift between you, please send us an instruction by secure message, ensuring that you state clearly that the transfer is to be done “as a gift”.

    I have been given or have inherited some shares. How can I transfer them to you?

    We can only accept share certificates in your name. If the shares are not already in your name, you will first need to contact the Registrars. The Registrars will be able to tell you how to change the registration details of the holding into your name. Following receipt of the new certificate, please send it to us by recorded delivery (tracked mail) with a signed letter of instruction.

    Our Helpdesk will be able to help you locate the name of the current registrar for the shares.

    How do I request a share certificate?

    Please send us an instruction by Secure Message through the envelope icon to the left of ‘Dashboard’ and click on the green ‘Send a Secure Message’ button. You will need to tell us both the name of the company and the number of shares. A charge of £10 per certificate will be applied to your account.

    If the primary listing of your shares is overseas, it may not be possible to issue a certificate.

    I have shares certificates. How do I transfer the shares to my account?

    Please send any share certificates to our Edinburgh office. On receipt, we will send you a pre-filled stock transfer form for you to sign and return. We will then arrange for your shares to be added to your account. This process will take around five working days, after which you will be able to see the shares in your online valuation. We do not charge for this.

    Because there is generally a charge to replace lost certificates, we recommend that you send us any certificates by a recorded or tracked mail service.

    Still need help?

    We know that investing can sometimes be daunting, but we're here to help.

    You can contact our helpdesk during office hours, or send us a secure message online .

    Our Services

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    Capital at risk. Income derived may fall or rise and you may get back less than invested.