Frequently Asked Questions
by SVS Clients

Is there a mobile app to access the on boarding portal?

Not at this moment in time

What is my username?

Your username will start with ITIxxxx – given in your welcome email

I haven’t received my login/welcome email.

Please check your Junk/Spam folder and your Bin, as some email providers automatically delete junk mail. If it is still not there, please contact us at accountmanagement@iticapital.com with the subject line: Login Details Request from your registered email address

I’ve checked all folders and still not received my login details.

The email could have bounced, or you may need to confirm email ID in the case of not received. If still not received, please get in touch with accountmanagement@iticapital.com confirming full name, SC account number and we will manually send your details across.

Please put “login issues” in Subject of Email.

My password does not work, how can I reset this?

Reset password

I am not receiving my OTP (One Time Passcode).

OTP’s are being sent to mobile phone numbers and email addresses, please check your Inbox, Junk and Bin folder.

We can temporarily disable the Two Factor Authentication whilst we investigate the issue.

Can I remove the OTP?

Yes. Please email us at accountmanagement@iticapital.com requesting to remove this added security feature from your Client Portal.

Please put “Remove OTP” in Subject of Email

How do I start my onboarding once I have logged in?

Please see our step-by-step Guide.

I tried to change my password and I get an error saying, ‘Invalid Username’.

Please attempt the following:

• Ensure there are no spaces
• Use only your ITIxxxx username - Not your email address
• Open a new browser tab
• Clear cookies/cache

If you continue to have issues, please send a screenshot to accountmanagement@iticapital.com and we will investigate.

Please put “login issues” in Subject of Email

When I login for the second time, it doesn’t work.

Please reset your password via the Forgotten Password link

What ID is required?

x1 Government issued photo ID:

• Valid Passport
• Valid photocard Driving License (full or provisional)
• National Identity Card
• Firearms certificate or Shotgun license

x1 Proof of Address:

• Current account/Savings account statement dated within the last 3 months
• Utility Bill dated within the last 3 months
• Council tax bill for the current tax period

What if I don’t have a valid Passport or Driving License?

We can accept the below:

A government, court or local authority-issued document which incorporates your full name, supported by a second document, either government-issued, or issued by a judicial authority, a public sector body or authority or another FCA-regulated firm in the UK financial services sector, which incorporates:

Full name and:

Either residential address

Or date of birth

Government-issued documents without a photograph include:

• Valid (old style) full UK driving license
• 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
• An entitlement letter from the DWP, or a letter from the DWP receipt of a pension
• Instrument of a court appointment (such as liquidator, or grant of probate)
• Current council tax demand letter, or statement

Along with a proof of address:

• Current account/Savings account statement dated within the last 3 months
• Utility Bill dated within the last 3 months
• Council tax bill for the current tax period

I don’t have a scanner; how can I upload my ID and forms?

Uploads taken via a mobile phone are acceptable – please ensure it is a clear, readable copy.

How do I onboard as a Joint Account?

At present, joint applicants are unable to onboard through the online account.

In order to onboard, please complete the below Forms along with the required ID documents and email to accountmanagement@iticapital.com.
Please put “Joint Account application” in Subject of Email

• Joint application form x1
• W-8BEN form (for main applicant) 
• Self-Certification form (for main applicant) 
• Valid Photo ID (for each applicant) 
• Valid Proof of address (for each applicant) – a joint utility bill/bank statement/council tax bill is acceptable.

I want to transfer my Joint account to another broker.

Please contact your Broker of where you wish to transfer your cash and assets to and provide us with your Broker name and reference number (account number)

They will send us a signed Transfer instruction form to initiate your request.

What is a Phoenix account?

Phoenix allows you to trade globally through a single platform that will give you direct access to the world markets that fit your investment strategy.

There are certain instruments, namely AIM listed stocks, that cannot be traded on Phoenix. If you cannot find the symbol you wish to trade on Phoenix, please call the Dealing desk at 02075628001 or dealing@iticapital.com

Why should I use Phoenix?

Access to live streaming data on global equity markets

Access to live prices on major futures and option exchanges

Free to use fundamental and technical research

Streaming news feeds

Access to 3rd party research

How do I open a Phoenix account?

Via your Client Portal

How do I access Phoenix?

https://www.clientam.com/sso/Login

Will I need another login for a Phoenix account?

Yes. Once your Phoenix trading account is open, you will automatically be sent your username and password.
(Please note: This will be a different login to your Client Portal info)

I’ve opened a Phoenix account and it says ‘Pending’, when can I start trading?

Please allow 1-2 working days for your account to open and trade

Why do I need to provide my National Insurance/Tax ID number for a Phoenix account?

This is required for our security checks to identify you along with our Due Diligence policy

My Phoenix account is open, why can’t I see my holdings?

It may take around a week for your assets to become visible on the online platform as we need to perform a line by line reconciliation before and after the assets are moved onto the platform to ensure accuracy

How can I get help how to use my Phoenix?

Please use the User Guide provided on our website: https://www.clientam.com/en/software/docs/tws/guide.htm

Alternatively, please get in touch with our Dealing desk who will be able to assist.

What shares will not be transferred to Phoenix?

• Penny shares
• AIM listed shares

How do I deposit funds into my Phoenix account?

Bank transfer deposits may be made in GBP, EUR or USD. Please see the link bellow.

For reference please use your full name and your SC/PX account number.

Deposit

How do I withdraw my cash?

Please complete the Cash Withdrawal form and send to cashwithdrawal@iticapital.com along with a copy/screenshot of a recent bank statement of where you wish to transfer your funds to and a valid form of ID.

Please put “Cash withdrawal” in Subject of Email

The bank statement must be dated within the last 3 months, state your name, address, account number and sort code.

You must state the account to debit from, the amount and currency, along with the noted bank account details that match the statement provided.

One withdrawal form per account.

I don’t want to onboard; I just want to sell down my assets and withdraw all in cash.

To sell your assets without onboarding, you will need to contact our Customer Services line (+44 (0) 20 7562 8001) who will connect you to our Dealing desk, to sell all assets in your QORT account.

Please note the charges when selling through our Dealing desk.

Only once your cash has settled, please email cashwithdrawal@iticapital.com (with subject of the email noted “C):

1. A completed Cash Withdrawal form (per account), stating:

• Bank Account Name
• Bank Account Number
• Bank Sort Code
• Account Number to debit
• Amount and Currency to debit

2. A recent Bank statement matching the account details on the cash withdrawal form, clearly noting:

• Dated within the last 3 months
• Name on the bank account
• Bank Account Number
• Sort Code

3. Valid form of Government issued Photo ID.

How long will my cash withdrawal take?

BACS (free) – please allow up to 3 working days

Same day (£10)

I want to leave ITI Capital, how do I move my cash and assets to another Broker?

Please contact your Broker of where you wish to transfer your cash and assets to and provide us with your Broker name and reference number (account number).

They will send us a signed Transfer instruction form to initiate your request.

My name has changed since I’ve gotten married/legally change my name and my documents are being rejected due to a mismatch.

Please email your ID documents along with the Marriage Certificate/Deed Poll to accountmanagement@iticapital.com where we will upload and approve your account for you

How do I update my email address/contact number?

Please instruct us from your registered email address in order to update your email address or contact number. Send request to accountmanagement@iticapital.com (with “Contact details change” in subject of Email)

I have moved address; how can I update this on my account?

Please email accountmanagement@iticapital.com with confirmation of the new address details.

We can accept:

• Current account/Savings account statement dated within the last 3 months
• Utility Bill dated within the last 3 months
• Council tax bill for the current tax period

How do I withdraw cash from my SIPP account?

Please contact your SIPP Provider who will instruct us with the withdrawal instruction.

Funds will be credited to your SIPP bank account; we are unable to transfer funds to your personal bank account.

SIPP Providers:

If a client has assets and wishes to disinvest, what are the steps?

1. Please contact Dealing@iticapital.com to sell assets first.

2. Once cash has settled in the client SIPP account, please email Cashwithdrawal@iticapital.com  (with subject of the email noted “Cash withdrawal”) with the below documents:

• Completed Cash Withdrawal form stating:
  • Bank Name
  • Bank Account Name
  • Bank Account Number
  • Bank Sort Code
  • Account Number to debit
  • Amount and Currency to debit
• List of Authorised Signatories

How can I obtain historical data such as tax vouchers, activity statements and other contract notes pre-June 2020?

Please submit your request to svs@leonardcurtis.co.uk.

How can I find out what dividends have been paid?

You can run an activity report on your Phoenix account or contact us to receive a Brokerage Statement with information on dividends received between June 2020 and present.

What if I don’t have a printer?

Forms can be edited online and signed digitally, alternatively; we can post them out to you.

How do I get Share Certificates, how long does it take, and does it cost anything?

Please email accountmanagement@iticapital.com  requesting for share certificates, giving your account number and share details.

There will be a charge of £50 per line of stock.

There is up to a 4-6 week turn around, depending on how shares are held and current pandemic restrictions.

How do I BUY/SELL my holdings?

Through your Phoenix trading account, please log in online to your account via https://onboarding.iticapital.com/Home/Login.

To sell from your Qort account, please contact our dealing desk via our Customer Services line (+44 (0) 20 7562 8001).