Before registering for the Service please read the Service Terms and Conditions ("Terms and Conditions") below.
Please select "I have read and accept the terms and conditions" to confirm that you have read the Terms and Conditions and are happy to continue.
If you do not wish to continue please click the Cancel button.
If you wish to receive a printed copy of the Terms and Conditions please contact us on 0800 051 2003. Calls to this number may be recorded for training and monitoring purposes, and to comply with applicable law and regulations. Calls are free from UK landlines and mobiles.
Last Updated: September 2020
These Terms and Conditions form an agreement between you and Aviva Investors UK Fund Services Limited for the use of the Services and contain the terms upon which your use of the Services is based. We recommend that you print these terms off as a record.
Where the words we, us or our are used they refer to Aviva Investors UK Fund Services Limited; a company registered under the Companies Acts (Company Number 01973412 and VAT Number 105437300) and having its registered office at 1 Undershaft, London EC3P 3DQ. We are authorised and regulated by the Financial Conduct Authority (firm reference number 119310). More information is available at http://www.fca.org.uk/. Aviva Investors UK Fund Services Limited is a member of the Aviva Group.
The Services are tools and information to help you manage your products and funds online through the website or websites we make available to you (the "Website"). In order to use the Services, you must apply to become a Registered Customer on the Website.
Any product available through the Service is also subject to the Terms and Conditions of that particular product. The product Terms and Conditions are the responsibility of the provider of the product and are available through the Service, or can be sent to you if you contact us. In the event of a conflict between any such product terms and these Service Terms and Conditions, these Service Terms and Conditions will prevail in respect of matters specifically concerning the use of the Services unless expressly provided otherwise.
The Services are provided to you by Aviva Investors UK Fund Services Limited. The Website is operated by Aviva Investors UK Fund Services Limited. Aviva Investors UK Fund Services Limited may also make available the facility to purchase and manage new products or funds through the Website. We reserve the right to make changes to the Services including the introduction of new services; or even withdraw the Services. If we decide to withdraw the Services we will notify you of your options at the time.
The Website does not provide financial advice. You should not treat any of the information provided or the use or the result of using any of the tools on the Website as a recommendation of any particular product or fund or that such a product or fund is suitable for your own circumstances. If you require financial advice you should contact your own financial adviser if you have one.
In order to use the Services; you must apply to become a Registered Customer on the Website.
To become a Registered Customer, you must be:
In accordance with EU and UK legislation relating to the prevention of money laundering, we are obliged to verify the identity and address of all parties to this contract (e.g. planholder, third parties including beneficial owners). In the case of legal arrangements, we are also required to establish the identity of any controllers that are not named parties, as well as individuals who have a specified beneficial interest in the contract.
In the first instance, we will verify your identity with a third-party identity verification company. In certain circumstances you may be required to provide further evidence of your identity and confirmation of address, in which case Aviva Investors will contact you.
In order to use the Services fully you will require the capability to print from the computer you are using to access the Website. If you do not have access to a printer, you have the right to request a hard copy of these Terms and Conditions from us by writing to us at the address given in section 16 below.
It is possible that technological changes may in the future make the equipment that you use to access the Services unsuitable. It is your responsibility to ensure your equipment is suitable.
The level of data encryption used in the Service may be illegal in jurisdictions outside the UK. It is your responsibility to ensure that; if outside the UK; your ability to use the Services is permitted by local law. We will not be liable for any loss or damage suffered by you as a result of your not being able to use the Services in those jurisdictions.
As the Services are online services, in accepting these terms you agree that we may notify you of changes to the Terms and Conditions electronically.
a) We may vary these Terms and Conditions at any time for any of the following reasons;
b) We will give you at least 30 days prior notice if we change these Terms and Conditions, unless the change is to your advantage or constitutes a material change. If the change is to your advantage; we can make the change immediately without giving you advance notice.
You will be given 60 days prior notice of any decision by us to make major changes to the Services. If we make a change to the Terms and Conditions, the revised Terms and Conditions will be available on the Website.
c) We may also make changes to correct any mistakes or to make a condition clearer. If the changes do not change the meaning of the Terms and Conditions, we may not give you advance notice.
When you first register for the Service you will set a password. In addition, you will be asked to choose and provide answers to memorable questions. Your email address together with your password define your User Details which you will be asked to enter before using the Services.
We will use your security details to check that we are dealing with you when interacting online. Please choose your memorable questions and answers very carefully. You need to pick questions that you can easily remember the answer to but is difficult for someone else to answer. For security reasons, you should never tell anyone your answers or write them down.
Whilst the Services are provided online you can still contact us by phone or post. Details of how to contact us are provided in the Contact section at www.avivainvestors.com.
a) To give us instructions or get information about your account; you must visit the Website or contact us.
b) Providing us with your security details will normally involve the following;
If you have forgotten all of the details required to access your account, you should contact us.
c) So that you can use the Services securely, you must;
d) We will do everything we reasonably can to prevent any unauthorised access to accounts and to make sure they are secure. We may suspend the Services immediately if we suspect that the account is not, or may not be, secure.
e) We request that you inform us if you have any problem with our Website so that we can check, and if necessary, correct the problem.
g) We may bar your access due to security concerns, general administrative purposes or if we believe that you are unable to continue to access the account. We will only take such action where either you or we deem it appropriate to do so.
h) Your account will be automatically locked if you enter incorrect security details a number of times. If your account is locked you should contact us or wait for 24 hours before attempting access again.
i) We will take all reasonable steps to ensure the security of the Website and your personal information in the use of the Services. We shall use the security procedures with you whenever you communicate with us, either online, by telephone or otherwise.
a) You can get information about your account using the Website. If you forget your password you will not be able to get access to your account online.
b) You can contact us by the methods set out in the Contact section on www.avivainvestors.com
c) If our contact details change we will tell you.
d) We may record and monitor your phone calls to us.
e) We will contact you using the most recent home postal address or phone number you have given us. Any notice we send to the most recent home address we have for you will be binding on you.
f) You must keep the personal details you provided at registration (including postal address) up to date on the Website, within the relevant section directed. If you change your name you must notify us in writing at the appropriate address for your product, or by calling us. If we become aware that your postal address is not current or for some other reason we are unable to contact you at this address we may suspend your ability to use the Services until up to date postal address information is provided to us. If this happens you will be directed to contact us.
g) If we ask you to write to us to confirm any changes to your details, we will be unable to proceed until the notice is received at the address set out in section 16 below. If you need to send us any original, valuable or important documents, we recommend that you send them by special delivery.
h) When you call us, you will be asked security questions.
a) Any investment instructions provided using the Service will be registered in the name of the Registered Customer only. We will be unable to recognise any other beneficial owners or designations using the Service. If you wish to indicate a beneficial owner or designation for your investment, then please contact us.
b) If an existing product or fund is registered in joint names, we will be unable to accept instructions on that product or fund from a holder using the Service. In these circumstances, you will need to contact us as it will be necessary for us to obtain instructions from all holders. This will not affect an individual Registered Customer's ability to view information about a product or fund held in joint names.
c) If you submit an instruction relating to your account through the Website, we will proceed to act on that instruction on the understanding that you agree to be bound by the instruction you have given. We will acknowledge receipt of the instruction by sending you confirmation to the most recent home postal address or phone number you have given us.
d) There will be some instances where we will require written instructions from you. Where written instructions are required, we will inform you.
e) As long as we receive the information that we require as part of our security procedures, you agree that we can (without getting further confirmation from you):
This condition still applies if an unauthorised person gave us that information after getting it, for example because you did not take reasonable care to keep your User Details, your memorable details or other confidential information about your account secure.
However; you will not be responsible for an instruction someone else made using that information if:
f) Once we have acted on an instruction, you cannot cancel it.
g) Before we act on an instruction, we may also (but do not have to) take more steps to check whether you authorised it. For example, we may ask you to give us more information, which may include more proof of identity.
h) You can usually access and service your account through the Website. However, routine maintenance, demand on the systems and other circumstances may mean that this is not always possible or that particular services are slow or not available.
i) We will not be able to accept instructions given through the Services by anyone other than the registered holder of the product or fund, including anyone who has power of attorney (legal authority to act for you) unless we have to do so by law.
a) You may terminate your right to use the Service by contacting us by telephone using the number provided on the Website or by giving notice to us in writing. Your termination of the Service will not affect instructions you have provided using the Service which have already been received by us. We will terminate your ability to use the Services as a Registered Customer within 10 working days of receiving your notification.
b) We may terminate your right to use the Services by giving you 60 days' notice. We will notify you of the options available to you at the time.
a) You acknowledge that access to the Services may be interrupted or prevented by factors outside our reasonable control or the control of our third party service providers and/or sub-contractors, e.g. the malfunction of customer hardware or software, as a result of operator error, or a malfunction in connection with data submission. In addition, these factors may result in our business recovery process being invoked. In such circumstances we cannot accept liability for any loss that might result from such an event.
b) If we receive or transmit information through the Services that is inaccurate or incomplete, and this arises from your operating error, then we accept no responsibility or liability in connection with that error.
c) The Website contains some information provided by third parties and links to other sites and resources provided by third parties. We indicate on the Website the source of any such information or links. These are provided for your information only. Where information or links from third parties are displayed on the Website, we have no control over the contents of those sites or resources. We cannot accept responsibility for their accuracy or completeness.
d) We do not accept responsibility and will not be liable for the inaccuracy or incompleteness of any information received by you through the Website which arises out of or in connection with data transmission, machine or software or malfunction or from your operating error (other than such inaccuracy or incompleteness arising as a result of our negligence, fraud or wilful default).
e) In the unlikely event that you suffer financial losses directly as a result of a failure of our security systems then we shall compensate you for that loss. However, we cannot accept liability for any losses that are not directly associated with the failure of our security systems. In addition, you will be responsible for any losses you incur as a result of your own fraudulent activity or negligence and in particular any losses arising from your failure to keep your User Details secure.
f) We endeavour to keep our records up to date at all times. However, there may be changes of which we have not been notified or delays in updating our records. If you access a record or document that contains errors or omissions, please tell us immediately.
a) We shall try to keep the Website available to you to access the Services 24 hours a day and 7 days a week. However, for the purposes of maintenance, development and in circumstances beyond our reasonable control (such as technical failures, power cuts or industrial action), operation of the Services may be interrupted. We make no guarantee that the Website can be accessed at all times. If we are prevented from providing the Services, we will do our best to solve the problem as quickly as we can. We will not have to provide the Services affected in the meantime.
b) Should you wish us to support you in your use of the Services by telephone please contact us.
c) If for any reason you consider that we have not delivered the standard of service that you expect from us, then you should contact us as soon as possible to enable us to investigate. If you have a complaint you should contact us by telephone or by post if you prefer. If you subsequently wish to take your complaint further, you can direct this to the Financial Ombudsman Service by post at Investment Division, The Financial Ombudsman Service, Exchange Tower, London E14 9SR, by telephoning them on 0300 123 9 123 or 0800 023 4567, Monday to Friday - 8am to 8pm, Saturday - 9am to 1pm, by emailing them at email@example.com or via their website: www.financial-ombudsman.org.uk
Alternatively, as you have made your investment in the products and funds online through the Service, you may also complain via the Online Dispute Resolution platform developed and operated by the European Commission at the following website: http://ec.europa.eu/odr. We foresee that in the majority of cases, this will result in your complaint being handled by the Financial Ombudsman Service.
We may transfer (subject to any necessary regulatory approval) our rights and obligations under this Agreement to another company within the Aviva Group provided we give you no less than 30 days prior notice.
If you or we delay or fail to exercise any of our respective rights under this agreement, or fail to enforce an obligation which you, or we, have reached under this agreement, neither you nor we will be prevented from exercising those rights or enforcing those obligations in the future.
These Terms and Conditions are governed by and are to be construed in accordance with English Law. The Services are intended for use by UK residents only and comply with appropriate UK legislation and regulation. You may not be able to purchase products or funds if you do not meet the eligibility criteria of the product or fund concerned. If any provision in these Terms and Conditions is held or made invalid by a court, statute, rule or otherwise, the remainder of the Terms and Conditions shall be unaffected.
a) As this is a service which is offered online, you agree that we may give notice to you electronically or through the post.
b) Any notices, instructions or requests for further information relating to your products or funds and/or in respect of your online account should be sent to us at;Aviva Investors Administration Office
Unless we say differently in these Terms and Conditions, no other person has any rights under these conditions other than you and us. You cannot transfer your right to use the Services under these Terms and Conditions to anyone else.
Aviva Investors UK Fund Services Limited, a company registered in England and Wales with registration number 01973412 and having its registered office at 1 Undershaft, London EC3P 3DQ. Authorised and regulated by the Financial Conduct Authority with firm reference number 119310. An Aviva company.