Important information

  • This website contains links to sites operated by persons outside our group of companies. We are not responsible for the privacy practices, content or the products and services provided through these sites.

    The information within this site is based on our understanding of current law and practice and is subject to any changes of legislation or regulations.

    Financial Conduct Authority

    At IWeb Share Dealing, we believe that this site tells you what you need to know to make an informed decision about our products.

    If you'd like more general information, the FCA, the financial services regulator, provides a range of free consumer booklets and factsheets and a Consumer Helpline.

    Visit their website (opens new window) or call 0300 500 8082.

    The FCA can only give general information and cannot recommend the products of any company.

    Market Abuse

    The Market Abuse Regulation which came into effect on 3rd July 2016 expressly prohibits insider dealing, market manipulation and misleading behaviour. Making statements or spreading rumours through the mass media or otherwise (e.g. internet chat rooms or forums) which give or are likely to give a regular user of the stock market false or misleading impressions as to the supply of or demand for a listed share, can be a criminal offence.

    There are three main types of market abuse that are outlined below:

    1. Misuse of information

    Behaviour based on information which is not generally available, which if known, would be relevant to an investor's dealings in a particular stock. This is effectively dealing or encouraging someone else to deal using information about a stock that has not been released to the market.

    2. Creating a false or misleading impression

    Behaviour likely to give a false or misleading impression with regard to the supply and demand, or the price or value of an investment or stock.

    Internet bulletin boards are a popular mode of communication between investors, but these areas can be open to market abuse. For example: a person may post a message about a stock's profitability or a company's activities in order to incite other people to invest in the stock.

    3. Distorting the market

    Behaving in a way that leads to the manipulation of the price of an investment. This behaviour could lead to a false impression of the market price to investors.
     

    Legalised cannabis industry

    In some circumstances, investing in or receiving returns on investments in certain companies (or funds which include investments in certain companies) may be an offence under UK anti-money laundering legislation if the company’s activities abroad were illegal if carried out in the UK. An example would be companies involved in the legalised cannabis industry abroad. Please ensure you carry out careful due diligence on these types of investments before investing. If you have any concerns please seek independent legal advice.

    Financial and Trade Sanctions

    If you are planning to directly or indirectly engage in any form of business, or to remit or receive funds (in any currency) that may involve the countries with financial trade sanctions imposed on them, or an individual or entity who has been specially designated - please contact us beforehand, as transactions could otherwise be delayed, rejected, or frozen.

    Penalties

    The Financial Conduct Authority has the power to impose an unlimited financial penalty on any individual (whether or not they are employed in the financial sector) where it can be proven that market abuse has occurred.

    You can find further information about the Market Abuse Regulation on the Financial Conduct Authority website at https://www.fca.org.uk/firms/markets/market-abuse or call 0300 500 8082.

  • At IWeb we pride ourselves on providing a stable platform for customers to access their share dealing accounts. There may be rare occasions when online access is unavailable due to a technical issue. If this happens then please keep trying or alternatively, our phone lines will be open for you to trade.

    Please note: our waiting times may be longer than usual at these times.

    Severe market volatility may also impact our ability to place trades so please take a look at the Market Volatility section in our Order Execution Policy (PDF, 111 KB) to understand how orders are placed during these periods.

    Lines are open Monday to Friday, 8am to 9pm (Closed weekends and English Bank Holidays).

  • Use of Personal Information

    Who looks after your personal information

    Your personal information will be held by Halifax Share Dealing Limited which trades as IWeb Share Dealing, part of the Lloyds Banking Group. More information on the Group can be found at www.lloydsbankinggroup.com

    How we use your personal information

    We will use your personal information:

    • to provide products and services, manage your relationship with us and comply with any laws or regulations we are subject to (for example the laws that prevent financial crime or the regulatory requirements governing the products we offer).
    • for other purposes including improving our services, exercising our rights in relation to agreements and contracts and identifying products and services that may be of interest.

    To support us with the above we analyse information we know about you and how you use our products and services, including some automated decision making. You can find out more about how we do this, and in what circumstances you can ask us to stop, in our full privacy notice.

    Who we share your personal information with

    Your personal information will be shared within Lloyds Banking Group and other companies that provide services to you or us, so that we and any other companies in the Group can look after your relationship with us.

    By sharing this information it enables us to run accounts and policies, and provide products and services efficiently. This processing may include activities which take place outside of the European Economic Area. If this is the case we will ensure appropriate safeguards are in place to protect your personal information.

    You can find out more about how we share your information with credit reference and fraud agencies below and can access more information about how else we share your personal information in our full privacy notice.

    Where we collect your personal information from

    We will collect personal information about you from a number of sources including:

    • information given to us on application forms, when you talk to us in branch, over the phone or through the device you use and when new services are requested.
    • from analysis of how you operate our products and services, including the frequency, nature, location, origin and recipients of any payments.
    • from, or through, other organisations (for example card associations, credit reference agencies, insurance companies, retailers, comparison websites, social media and fraud prevention agencies).
    • in certain circumstances we may also use information about health or criminal convictions but we will only do this where allowed by law or if you give us your consent.

    You can find more information about where we collect personal information about you in our full privacy notice.

    Do you have to give us your personal information

    We may be required by law, or as a consequence of any contractual relationship we have, to collect certain personal information. If you fail to provide this information to us it may prevent or delay us fulfilling these obligations or performing services which may prevent us operating accounts or policies.

    What rights you have over your personal information

    The law gives you a number of rights in relation to your personal information including:

    • the right to access the personal information we have about you. This includes information from application forms, statements, correspondence and call recordings.
    • the right to get us to correct personal information that is wrong or incomplete.
    • in certain circumstances, the right to ask us to stop using or delete your personal information.
    • from 25 May 2018 you will have the right to receive any personal information we have collected from you in an easily re-usable format when it’s processed on certain grounds, such as consent or for contractual reasons. You can also ask us to pass this information on to another organisation.

    You can find out more about these rights and how you can exercise them in our full privacy notice.

    Other individuals you have financial links with

    We may also collect personal information about other individuals who you have a financial link with. This may include people who you have joint accounts or policies with such as your partner/spouse, dependents, beneficiaries or people you have commercial links to, for example other directors or officers of your company.

    We will collect this information to assess any applications, provide the services requested and to carry out credit reference and fraud prevention checks. You can find out more about how we process personal information about individuals with whom you have a financial link in our full privacy notice.

    How we use credit reference agencies

    In order to process your application we may supply your personal information to credit reference agencies (CRAs) including how you use our products and services and they will give us information about you, such as about your financial history. We do this to assess creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity.

    We may also continue to exchange information about you with CRAs on an ongoing basis, including about your settled accounts and any debts not fully repaid on time, information on funds going into the account, the balance on the account and, if you borrow, details of your repayments or whether you repay in full and on time. CRAs will share your information with other organisations, for example other organisations you ask to provide you with products and services. Your data will also be linked to the data of any joint applicants or other financial associates as explained above.

    You can find out more about the identities of the CRAs, and the ways in which they use and share personal information, in our full privacy notice.

    How we use fraud prevention agencies

    The personal information we have collected from you and anyone you have a financial link with may be shared with fraud prevention agencies who will use it to prevent fraud and money laundering and to verify your identity. If fraud is detected, you could be refused certain services, finance or employment. Further details of how your information will be used by us and these fraud prevention agencies, and your data protection rights, can be found in our full privacy notice.

    Our full privacy notice

    It is important that you understand how the personal information you give us will be used. Therefore, we strongly advise that you read our Full Privacy Notice, which you can find at www.iweb-sharedealing.co.uk/assets/data-privacy-notice.pdf (PDF, 193 KB) or you can ask us for a copy.

    How you can contact us

    If you have any questions or require more information about how we use your personal information please contact us on 03450 707 129.

    If you feel we have not answered your question Lloyds Banking Group has a Group Data Privacy Officer, who you can contact on 0345 602 1997 and tell us you want to speak to our Data Privacy Officer.

  • Our Cookies policy explains how we use cookies and similar tracking technologies. It also explains the choices you can make about whether we can put some of these cookies on your computer, tablet or mobile device. In this policy, where we say 'cookies' it can also mean similar tracking technologies that collect data while you use our websites and mobile apps, and when you receive, open or respond to emails we send you. More information on the tracking we use in our emails, including how you can stop it, can be found in the Email Tracking section below.

    LAST UPDATED ON MARCH 2020

    Data we collect will be held by IWeb Share Dealing, which is part of Lloyds Banking Group. We use this data to:

    • Protect you from fraud and keep improving security.
    • Study how people use our websites and our other services, so we can improve them.
    • Decide which of our products, services and offers may be relevant for you.
    • Tailor the marketing you see on social media, apps and other websites.

    We may share this data with other companies in the Group. We also share some data with outside organisations. Some of them may place their own cookies on your device when you visit our website. You can find out more about how we share data – and who we share it with – in our privacy notice (PDF, 193 KB).

    We do not sell data to organisations outside our Group.

    WHAT ARE COOKIES?

    Cookies are small files that are sent to your PC, mobile phone or tablet when you visit a website. They stay on your device and are sent back to the website they came from when you visit it again. Cookies collect data and send it to us while you use the site. These are written into mobile apps and web pages that you go to on your device.

    SESSION AND PERSISTENT COOKIES

    All cookies are either session cookies or persistent cookies.

    Session cookies last for the length of your visit to a website. They delete themselves when you close your browser. Session cookies can help with security. For instance, they can keep you signed in as you move around a website.

    Persistent cookies stay on your device when you close your browser. They are used for many jobs. For instance, they can remember your username for websites where you sign in. They can also store your choices for when you go back to a website.

    Organisations find them useful to see how people use their websites. They can also be used to tailor the ads and marketing you see on social media, apps and other websites.

    FIRST AND THIRD PARTY COOKIES

    Whether a cookie is first or third party depends on where it comes from.

    First party cookies are set by websites you go to.

    Third party cookies are set by outside organisations such as social media, search engines, other advertising networks, and our business partners.

    Our Third Party Partners

    If you have given us your consent, we may allow third parties to collect data by setting their own cookies on your device. If you use our Mobile Banking app, they may also use mobile device identifiers to personalise and measure adverts shown to you.

    You can change your choices at any time. Select the 'Cookies' link at the bottom of any page of our website and go from there.

    If you use one of our mobile apps, you can also change how your mobile device identifier is used by updating your settings in the app.

    Here are links to the information notices for our main Third Party Partners.

    ESSENTIAL COOKIES AND COOKIES YOU CAN CHOOSE

    Different types of cookies do different jobs on our website. Some are needed to make the website work. We need your consent to use others that are not essential.

    Strictly necessary - you can't turn off these cookies

    These cookies are needed to run our website, to keep it secure if you are signed in and to obey regulations that apply to us.

    If you are a customer, they help us know who you are so that you can sign in and manage your accounts. They also help us keep your details safe and private.

    Other important jobs they do are:

    • Help you move around the site.
    • Tell us if you’ve been to it before and which pages you went to.
    • Tell us how the site is working, so we can find and fix any problems.

    Functional - you can't turn off these cookies

    These cookies are used for remembering things like:

    • Your username on the page where you sign in.
    • Your region or country.
    • Your preferred language.
    • Accessibility options like large font or high contrast pages.

    Performance - We’ll ask for your consent to use these cookies

    These cookies tell us how you and our other customers user our website. We combine all this data together and study it. This helps us to:

    • Improve the performance of our services.
    • Improve the products we provide.

    Marketing - We’ll ask for your consent to use these cookies

    These cookies help us decide which of our products, services and offers may be relevant for you.

    We may use this data to tailor the marketing and ads you see on our own and other websites and mobile apps, including social media. For instance, you may see our ads on other sites after you have been to our website.

    If you turn off marketing cookies, you will still see ads online, but they will not be tailored to things that may interest you.

    PERFORMANCE AND MARKETING COOKIES

    Lloyds Banking Group is changing its websites to make sure we ask for your consent to use these cookies. It will take some time to update all our systems. Until then, you won't be able to make your choices on some websites run by companies within our Group. This means you may still see tailored marketing and ads from us during this time, even if you would prefer not to. We will update this cookies policy as soon as the work is complete.

    KEEP IN MIND

    Multiple users

    If more than one person uses your device, the choices set up by other people will apply to you as well unless you change them. For example, if you share a computer with your family, you may see ads based on sites they have visited as well as sites you have visited.

    Cookies with more than one use

    Some of our cookies collect data for more than one use. We will only use these cookies for their essential purposes unless you have given your consent to any other uses they have.

    Cookies that are already on your device

    Turning off one or more types of cookies will not delete any that have been downloaded in the past. We may still use data we collected up to that point, but will stop collecting new data.

    Managing cookies choices in your browser

    You can turn off or delete cookies in your browser. If you do this, it may affect sites that use similar cookies to us.

    Cookies choices you set in your browser replace any you set on a single website. For instance, if you run an ad blocker on your browser, you won't see ads that are tailored to you, even if you have turned on marketing cookies.

    Find out how to manage cookies in common browsers (Internet Explorer, Chrome, Firefox and Safari) on the Information Commissioners’ Office (ICO) website.

    EMAIL TRACKING

    This section explains more about the technologies we use to track emails, why we do this, and how you can stop it.

    We track emails to help us improve the communications we send. We use small images called pixels within our emails to tell us things like whether you opened the email, how many times and the device you used. We may also set a cookie to find out if you clicked on any links in the email. The image stays in the email but leaves nothing else on your device.

    How to stop email tracking

    You can stop this by closing the email before you download any images or click on any links. You can also set your browser or email program to restrict or block our emails. Sometimes your browser or email program setting will automatically accept cookies. For more details on this, you will need to read the instructions for your browser, email program or device.

  • How Safe Are My Assets?

    Your stock and cash are safe as there are two layers of protection; segregation of assets and the Financial Services Compensation Scheme (FSCS).

    Customer assets are segregated from the firm’s assets and so would be available to be returned to you in the unlikely event that we were to cease trading. In the extremely unlikely event of this segregation failing then you would be able to claim under the FSCS up to a value of £85,000.

    Find out more about how we keep your assets safe (PDF, 83 KB)

    Security of Customers Assets - Segregation

    Stock - all customer stock held by us is registered into the name of a nominee company controlled by us. This is a non-trading company and the record of accounts clearly identifies those stocks as being held on behalf of customers.

    Cash - all customer money is held in bank accounts specifically designated as holding client money. This clearly distinguishes client money accounts from those accounts maintained by us for our own money.

    This means that in the event of our insolvency customer stock and cash would be ring-fenced. The administrative receiver, who would need to be approved by the Financial Conduct Authority, would be prevented from distributing the assets from these accounts to anyone other than the customers to whom it belonged.

    Financial Services Compensation Scheme (FSCS)

    We are a participant in the Financial Services Compensation Scheme. Customers categorised as a retail client may be able to make a claim on this scheme if we default in our obligations to them. Compensation of up to 100% of the first £85,000 of assets held is available to eligible claimants.

    This limit is applied to the aggregated total of any stock or cash held across the following brands which we administer:

    Halifax Share Dealing,
    Lloyds Bank Direct Investments,
    Bank of Scotland Share Dealing,
    IWeb Share Dealing,

    For example, if you held an account with Halifax Share Dealing plus an account with IWeb Share Dealing, your holdings in both accounts would be aggregated together for the purposes of eligibility for the FSCS.

    If you ask, we will send you a summary of your rights under the Financial Services Compensation Scheme. Further information can also be obtained from https://www.fscs.org.uk/.

  • We always ensure that we get you the best deal possible when executing your orders. We factor in a number of criteria, including; price; speed; likelihood of execution; likelihood of settlement; costs; size; plus other factors that are relevant to the deal.

    We consider price and speed as the two primary factors, when we execute your orders.

    We publish a report every year showing execution quality data for each type of instrument we offer. Our report for 2020 can be found below:

    Key information within our reports

    We treat all our customers in the same way; as retail clients. This gives you the most enhanced regulatory protection.

    We place all International Equity and Exchange Traded Product trades with Banca IMI. We are charged by them for offering this service to you. (This is not reflected in the price we charge you for trading on International Markets).

    For information on our policy that outlines how we execute your orders, please see the current Order Execution Policy (PDF, 111 KB).

  • About Us

    IWeb Share Dealing is an online broker, allowing customers to buy and sell shares in UK and international listed companies across a range of markets. The IWeb service is operated by Halifax Share Dealing Limited (‘HSDL’ or the ’Company’).

    HSDL has been operating since 1997, when it was initially set up to support the flotation of the Halifax Building Society. Since then HSDL has expanded into one of the UK’s largest execution only stockbrokers.

    Corporate Governance

    HSDL is the core business stockbroking arm, and a wholly owned subsidiary of, Lloyds Banking Group plc (the ‘Group’) and is authorised and regulated by the Financial Conduct Authority as an investment firm. As an independent subsidiary of the Group, HSDL has its own board of directors and governance structure.

    The Board of Directors

    HSDL is led by a Board comprising an intragroup Non-Executive Chair, internal (to Group) Non-Executive Directors and Executive Directors. The Board is collectively responsible for the long term success of the company. It achieves this by setting the strategy and overseeing delivery against it, establishing the culture, values and standards of the business, setting risk appetite and ensuring that the business manages risk effectively, monitoring financial performance and reporting and ensuring that appropriate and effective succession planning arrangements are in place.

    The Board has delegated to management the power to make decisions on operational matters, including those relating to capital, liquidity and market risk, within an agreed framework.

    The roles of the Chair and the Board and its governance arrangements, including the schedule of matters specifically reserved to the Board for decision, are reviewed annually.

    Executive Directors

    Non Executive Directors

    Executive Directors

    Manuel Pardavila-Gonzalez

    Non Executive Directors

    Perry Thomas

    Executive Directors

    John O’Dwyer

    Non Executive Directors

    Jonathan Hopper

    Executive Directors

    Scott Guild

    Non Executive Directors

    Appointment and Induction of Directors

    Directors are appointed by the Board or by the shareholder in accordance with the Group’s internal governance processes applicable to subsidiary companies.

    All new directors (both Executive and Non-Executive) are offered an induction session prior to their appointment dealing with their duties and responsibilities, and setting out what is expected of them in their role as a director. In addition, regular training and information sessions on specific topics of interest / relevance are made available to directors on an ongoing basis, delivered by both internal Group personnel and external third parties.

    Board Committee

    The Board is supported by its Risk Committee, which makes recommendations to the Board on matters delegated to it, in particular in relation to internal control, risk, financial reporting and governance. This enables the Board to spend a greater proportion of its time on strategic, forward looking agenda items. The Risk Committee is chaired by an experienced Chair. The Committee Chair reports to the Board on the activities of the Committee at each Board meeting.

    The Terms of Reference for the Board’s Risk Committee can be found below.

    Board Effectiveness

    The Chair of the Board leads a rolling review of the Board’s effectiveness and that of its Committees and individual Directors. The evaluation process provides an opportunity to consider ways of identifying greater efficiencies, maximising strengths and highlighting areas for further development and improvement.

    Role of the Board

    There are certain matters which are reserved exclusively for the Board (‘Matters Reserved for the Board’) as set out below. The Board will approve these matters in accordance with the strategy, business plan, policies and governance framework set by the Group.

    1. Strategy and Management

    1.1

    Responsibility for the overall leadership of the Company and setting the Company’s values and standards.

    1.2

    Approval of the Company’s strategic aims and objectives.

    1.3

    Approval of the annual operating and capital expenditure budgets and any material changes to them.

    1.4

    Oversight of the Company’s operations ensuring:

    • Competent and prudent management
    • Sound planning
    • Maintenance of sound management and internal control systems
    • Adequate accounting and other records
    • Compliance with statutory and regulatory obligations

    1.5

    Review of performance in the light of the Company’s strategic aims, objectives, business plans and budgets and ensuring that any necessary corrective action is taken.

    1.6

    Extension of the Company’s activities into new business.

    1.7

    Any decision to cease to operate all or any material part of the Company’s business.

    2. Structure and Capital

    2.1

    Changes relating to the Company’s capital structure.

    2.2

    Major changes to the Company’s corporate structure.

    2.3

    Changes to the Company’s management and control structure.

    3. Financial Reporting and Controls

    3.1

    Approval of interim and annual financial statements.

    3.2

    Approval of any interim and final dividends.

    3.3

    Approval of the Annual Report & Accounts.

    3.4

    Approval of any significant change in accounting policies or practices.

    4. Board Membership, Board Committees and Corporate Governance

    4.1

    Determining Board structure, size and composition, including appointments and removals.

    4.2

    Ensuring adequate succession planning for the Board so as to maintain an appropriate balance of skills and experience.

    4.3

    Selection of chair of the Board.

    4.4

    Approval of the high level Board delegations, including the matters reserved to the Board.

    4.5

    Membership and chair of Board committees.

    4.6

    Approval of Board committee terms of reference.

    4.7

    Appointment and removal of the company secretary.

    4.8

    Appointments to Boards of subsidiaries.

    4.9

    Authorising conflicts of interest.

    5. Delegation of Authority

    5.1

    Approval of the delegated levels of authority.

    5.2

    Establishing Board committees and approving their terms of reference.

    5.3

    Receiving reports from Board committees on their activities.

    5.4

    Putting in place appropriate levels of signing authorities on behalf of the Company and approving appropriate Powers of Attorney.

    6. Risk Management and Corporate Governance

    6.1

    Ensuring the Company manages risk effectively by:-

    (a) approving the Company’s risk appetite (the extent and categories of risk which the Board regards as acceptable for the Company to bear);
    (b) approving the Company’s risk management framework; and
    (c) monitoring the Company’s aggregate risk exposures and risk/return.

    6.2

    Ensuring that the executive management of the Company:

    (a) establishes and maintains appropriate systems to plan and control business operations and risks and to comply with relevant legislation and regulations; and
    (b) provides regular and sufficient information to the Board to enable it to discharge its monitoring duties in relation to these matters.

    6.3

    Undertaking a rigorous annual review of its own performance, that of its committees and individual directors, and the division of responsibilities.

    6.4

    Review of the company’s overall corporate governance requirements.

    7. Contracts & Agreements

    7.1

    Approval of new contracts where the cost impact of the lifetime value exceeds £1m and existing contracts where the cost impact exceeds £1m.

    7.2

    Approval of any contract outside the normal course of business, which exposes the Company or one of its subsidiary companies to unlimited legal liability.

    8. Other Matters

    8.1

    Adoption of applicable Lloyds Banking Group Principles, Policies and Procedures.

    Board Committees

    Terms of Reference (PDF, 21 KB)

    Board Risk Committee

    Committee Chair
    Jonathan Hopper

    Terms of Reference

    Remuneration, Nomination and Audit Committees are held at Group (parent entity) level. Visit the Group website for further details.

    Memorandum & Articles of Association

    Memorandum and articles of association (PDF, 159 KB) of Halifax Share Dealing Limited.

  • Protect yourself by using security settings, PINs and passwords wherever you can. Think carefully about what you post in tweets, on Facebook, Instagram and other social media.

    Think about what information you should not share online and how you can keep your account as safe as possible.

    It is also important that you and your family are adopting behaviours which can help to protect yourselves when online.

    Passwords are key to online security on your share dealing account, computer, tablet and smartphone. Choose secure passwords, don’t share them and change them often.

    Help us to help you

    Your personal information is in safe hands. With some of the best anti-fraud systems around, we’ve made sure our services are as secure as possible. Plus our online fraud guarantee means you’re covered if anything goes wrong. It’s all part of our promise to protect our customers.

    Following a few simple steps can help to protect against fraud.

    Know your provider

    A secure website will display an intact key or padlock in the address bar and the address will normally begin ‘https’ (instead of ‘http’) – the “s” standing for secure. A secure website will encrypt your personal data before sending it online, making sure no one else can access your card details.

    An intact key or padlock = secure
    A broken key or padlock = not secure

    Stay secure

    Never send your credit card or bank details over email. Email may not be encrypted and could therefore be intercepted. Sharing your passwords with other people leaves your account vulnerable to fraud. Keep all passwords secret, including those used for all online shopping accounts. Never give your credit card details to any other person for use online. Also, always sign out correctly, especially if you’re sharing a computer or device.

    Check your statements

    Take the time, even if it’s five minutes to check your dealing history and statements each month, it could help to protect against fraud. Contact us if there are trades you don’t recognise.

    Keep a record

    Print off and store a record of the times you’ve been asked to enter your personal details.

    • Automatic sign-out
      We’ll automatically sign you out after several minutes of inactivity. This is to protect your account should you forget to sign out or leave your device unattended.
    • Fraud detection systems
      We monitor your account(s) constantly for any unusual behaviour. We use a proactive contact approach whereby we look to verify activity on your account. This ensures that we can confirm fraudulent activity quickly making sure that we prevent any unnecessary delays to your usage. With that in mind, it is important to make sure your contact phone numbers are kept up-to-date, at all times.

    Our Fraud Guarantee

    We guarantee to refund your money (including charges and interest that you’ve paid or not received as a result) in the unlikely event that you experience fraud. We’ll take steps to protect you 24/7, using technology and safeguards that meet or exceed industry standards, but it’s important that you use our services in the correct way. Read our fraud guarantee.

    Report it

    Think you are a victim of online fraud?

    Report it

    Money has fraudulently left your share dealing account or someone knows your password

    For any other issues that you think may be related to fraud

    Step 1: Report it to us


    Call 03450 707 129.


    If you need to call us from abroad, you can call us on +44 (0) 113 239 1275.


    Our call centre is open Monday to Friday 8am to 9.15pm (closed weekends and English bank holidays).


    If you have a hearing or speech impairment you can use our text phone service on 03456 042 543.


    Our text phone service is open Monday to Friday 8am to 6pm (closed weekends and English bank holidays).


    Step 2: Report it to Action Fraud


    0300 123 2040


    Lines are open Monday to Friday 9am-6pm. 


    Text phone users can ring 0300 123 2050.

    Report it to Action Fraud


    0300 123 2040


    Lines are open Monday to Friday 9am-6pm.


    Text phone users can ring 0300 123 2050.


    They'll be able to log the incident and provide you with a Crime Reference Number if needed. Action Fraud collect data from across the UK to help banks and other businesses combat fraud.

    Keeping your passwords secure

    Never let anyone else use your account. And never let anyone know your password or 2nd password (your 'memorable information').

    Use a different password for every website. If your data is stolen from any of the sites you use and your passwords are the same, criminals will try them on other accounts (like bank accounts). This is often referred to as a “hack” or a “data breach” in the news.

    Don’t use anything obvious. Choose carefully; don’t make it too short or easy. Don’t use your child or pet’s name, birthdays or anything else that can easily be guessed.

    Create a strong password. An easy way to create a strong password is to combine three completely unrelated words. For example: Radio, Marmalade and Sunny together make Radiomarmaladesunny. (But obviously, don’t use this specific example).

    Try not to write passwords down. If you have to – avoid writing them down in full, keep them in a safe place and don’t mention what they are for.

    Don’t recycle passwords. Like going from password2 to password3.

    Make it harder for criminals to access your computer, tablet and smartphone by protecting them with PINs and passwords. Use a different PIN and password for every device or for every site you visit.

    If you think anyone else knows your password, report it immediately.

    Social media security

    Follow these simple tips to stay safe online:

    Always think twice before sharing information online. Could a criminal use the information to guess your passwords or commit identity theft?

    Set your account to private on social media. Don’t forget to check your privacy settings on websites like Facebook and Twitter regularly.

    Only connect on social media with people you know in real life. Remember that your friends’ real accounts might be ‘cloned’ by a fraudster. If you’re not sure, contact your friend directly.

    Check a person’s identity if you get a strange request on social media or by email. Remember that your friends’ real accounts might be ‘hacked’ by a fraudster. Don’t respond if you’re unsure who you’re talking to. Don’t send money or share your account details.

    Be cautious when you register on other websites and forums. Personal information like your date of birth, mobile number, address and information about your family can used for identity theft and to hack your account.

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