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  • How do I sign into the Client Portal?
  • Is there a mobile app to access the on boarding portal?
  • What is my username?
  • I haven’t received my login/welcome email.
  • My password does not work, how can I reset this?
  • When I login for the second time, it doesn’t work.
  • What ID is required?
  • What if I don’t have a valid Passport or Driving License?
  • I don’t have a scanner; how can I upload my ID and forms?
  • What is a Phoenix account?
  • Why should I use Phoenix?
  • How do I open a Phoenix account?
  • Will I need another login for a Phoenix account?
  • I’ve opened a Phoenix account and it says ‘Pending’, when can I start trading?
  • My Phoenix account is open, why can’t I see my holdings?
  • How do I deposit funds into my account?
  • I have an account, but I want to now withdraw my cash, how do I do this?
  • How long will my cash withdrawal take?
  • I want to leave ITI Capital, how do I move my cash and assets?
  • I have onboarded as a client, but I’ve now changed my mind and want to transfer out.
  • I am the surviving spouse/executor of a deceased client; how do I withdraw holdings and cash?
  • Some of my holdings are missing/incorrect.
  • I am finding it too difficult to upload my documents and selfie.
  • My name has changed since I’ve gotten married/legally change my name and my documents are being rejected due to a mismatch.
  • I have moved address; how can I update this on my account?
  • How long do I have to transfer my assets out without incurring additional cost?
  • Why has this process taken longer than expected?
  • Who are SJS Legal Limited?
  • Why have I been introduced to or contacted by SJS Legal?
  • Do I have to speak to or instruct SJS Legal? Do I have to get any help? Why can’t I deal with this myself?
  • What’s in it for ITI?
  • How do I raise a complaint?
  • How do I sign into the Client Portal?

    Sign in

  • 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

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

    Reset password

  • 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.

  • 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

  • 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

  • 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 do I deposit funds into my 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

  • I have an account, but I want to now withdraw my cash, how do I do this?

    At the moment our web portal doesn’t support this function until added in a future update.

    Please complete the form in the link below and send to accountmanagement@iticapital.com along with a copy/screenshot of a recent bank statement of where you wish to transfer your funds to.

    This must state your name, address, account number and sort code.

  • 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?

    At the bottom of your holdings list, you will be presented with a Red bar which reads “Do you want to transfer your current positions to ITI?” Please select “No”.

    ITI will then approve your withdrawal request.

    You are then able to login to the portal and click “submit closure form”

    Please fill in the relevant details of the transfer.

    Download, sign and upload the form and any relevant identity documentation required by us to authorize the transfer

    If you are also transferring assets (stocks), please ask your Broker to initiate a transfer request and send it to accountmanagement@iticapital.com

    If it is a cash transfer to your own bank account, we will action this immediately

    If it is a broker transfer, we will action when instructions are received from your existing broker as described in point 6.

  • I have onboarded as a client, but I’ve now changed my mind and want to transfer out.

    Please notify accountmanagement@iticapital.com, we will reset your status and you will need to follow the steps in the previous point.

  • I am the surviving spouse/executor of a deceased client; how do I withdraw holdings and cash?

    We will require the following (certified copies where appropriate) of:

    • Death Certificate
    • Probate
    • Letter from Solicitor confirming who the assets and cash have been left to
    • Photo ID and Bank Statement for funds to be sent to. This should match the name in the Solicitor’s letter
  • Some of my holdings are missing/incorrect.

    Please be rest assured, your holdings are still there. Drop us an email at accountmanagement@iticapital.com and we will rectify this for you.

  • I am finding it too difficult to upload my documents and selfie.

    Please email your documents to accountmanagement@iticapital.com where we will upload and approve your account for you, you should note that this will be a manual process. Please also refer to the list of acceptable documents mentioned above

  • 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

  • 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 long do I have to transfer my assets out without incurring additional cost?

    Due the inconvenience caused, ITI want to ensure we treat customers fairly and we have now extended the zero transfer out fee to 23rd March 2021

  • Why has this process taken longer than expected?

    Firstly, may we apologies for the delay.

    Given the volume of clients being transferred, ITI has been developing an enhanced automated system to handle the migration process. This system has not worked as hoped which has resulted in some accounts having to be manually processed which, in turn, has caused delays in completing the migration of your account(s). We accept that this has been unacceptable and extremely frustrating, particularly bearing in mind that SVS went into special administration in in August 2019 and the consequent lack of access to cash and assets since then.

    We are working extremely hard to resolve our IT issues. In the meantime, may we take the opportunity to thank you for your continued patience and advise that we look forward to working together to provide you the level of service that you would expect

  • Who are SJS Legal Limited?

    SJS Legal Limited are a legal services company and part of the HHL Group of Legal practices. SJS Legal are not affiliated with ITI or the wider group of ITI companies; it is not part of the ITI Group.

  • Why have I been introduced to or contacted by SJS Legal?

    If you were either (i) an SVS Model Portfolio client, or (ii) an SVS Advisory Client, it may be that you have certain rights available to you as a result of the suitability or appropriateness of the investments made by and held at SVS on your behalf prior to its collapse.

    ITI is not authorized or permissioned as a Claims Management Company and accordingly is not in a position to discuss or advise on individual circumstances.

    Accordingly, we teamed up with SJS Legal to offer clients the opportunity of speaking to an expert about their potential rights and courses of action, including filing claims against SVS at the Financial Ombudsman Service.

  • Do I have to speak to or instruct SJS Legal? Do I have to get any help? Why can’t I deal with this myself?

    You absolutely do NOT have to talk to or instruct SJS Legal. This is entirely at your option.

    No. You do not have to have ANYONE help or advise you with any of this. It is entirely your decision as to whether you look to pursue such rights, and if you do so whether you do so yourself or whether you seek advice or help.

  • What’s in it for ITI?

    If you choose to instruct SJS Legal, ITI will receive a small introduction fee. Other than that, the terms of your relationship will be subject to the terms of the engagement letter you enter into with SJS Legal. It will be an entirely separate relationship from your relationship with ITI and ITI will not be a party to it.

  • How do I raise a complaint?

    If you are displeased with the level of service you are receiving from ITI and you wish to raise your concerns then in the first instance please contact our compliance department at compliance@iticapital.com who will communicate directly with you regarding the issues that you have raised as part of your complaint. Further details of ITI’s Complaints Procedure can be found at https://iticapital.com/assets/pdf/Complaints-Procedure.pdf