Frequently asked questions

We’ve made it easy to transfer existing investment accounts and pensions to us.

When you open an account, we’ll ask you if you want to transfer any accounts. Just follow the on-screen instructions to start your transfer.

If you prefer, you can skip this step and do it later, by logging in to your online account.

Start a transfer from your online account

• Open an account. If you haven’t already, open the type of account you wish to transfer into.
• Select Cash & Transfers > Transfer in from your account menu. 
• Select the type of account you want to transfer and click Transfer now. 
• Start your transfer. You will need the details of your account with your current provider*. Also, the details of how you wish your account to be transferred – in full or certain investments only.
• We will take it from there. We will work with your current provider to complete the transfer. 

If your current provider can support electronic transfers, there will be no paperwork for you to sign. If not, we will generate a pre-populated form for you to print, sign and send to us. 

* The name of your provider and your account number. You may also need the name, address and contact details of the transfers team at your current provider.

Pension transfers

For pension transfers, most providers require you to complete their own paperwork when you transfer. You can send this to us along with your ii SIPP transfer form. 

The easiest way to send forms to us is via secure message – find out how.

You can transfer a wide range of accounts to ii – including ISAs, pensions and general investment accounts. 

We support the widest range of investment options on the UK market. This means you can usually choose to keep your existing investments when you transfer.

Alternatively, you can sell your investments and transfer them as cash. 

Types of account you can transfer to ii

Trading accounts

Transfer a general investment account to an ii trading account. 

Stocks and Shares ISA

Transfer your ISA without affecting your ISA allowance. 

Partial transfers are possible, but only if it is from a previous tax year. This is because you can only open one Stocks and Shares ISA per year.

Cash ISAs

Transfer your Cash ISA into an ii Stocks and Shares ISA. 

Lifetime ISAs

Please note that if you transfer your Lifetime ISA into an ii Stocks & Shares ISA, your ISA will be subject to the 25% government withdrawal charge.

Junior ISAs and Child Trust Funds (CTFs)

Transfer to our Junior ISA. 

We cannot accept partial transfers. 

Please note that if you transfer a Child Trust Fund (CTF) to a Junior ISA, you cannot transfer it back to a CTF. 

Pensions

You can transfer most types of pension to ii SIPP. Click here to find out more. 

Although we do not charge a fee to transfer, your current provider might. Please check for exit fees from your current provider before you transfer. 

Types of investment you can transfer

• Shares
• Funds
• Trusts
• ETFs
  
  

If your investments are not available

Most types of investment can be transferred to ii. However, if your investments are not supported on our platform, you can either: 

• Sell your investments and transfer them as cash 
• Keep those investments with your current provider

The timescales below are an average. Your transfer time can depend on your portfolio and how quickly your current provider works with us. Some transfers can therefore take much longer.

If you are transferring a defined benefit pension or a Small Self-Administered Scheme (SSAS), the timeframes shown are not representative. For these schemes, transfers may take considerably longer.

If you want to trade while your transfer is in progress, most providers will be able to facilitate this as long as your investments aren’t in the process of being re-registered. 

You should contact your current provider to place your trade(s). Don’t forget to keep both them and us updated on the changes to the investments in your account. We can’t be held liable for any missed opportunity if you choose not to trade while your transfer is in flight.

You may not be able to take benefits from your pension during your transfer. For more information on this, you should speak to your current provider. If you think you will need to take benefits within a specific timescale, you are transferring at your own risk and we can’t be liable for any loss.

ISA and general investment account transfers

Cash transfers usually take about four weeks.

Stock transfers, where you keep your existing investments, usually take about six weeks.

Pension transfers

Transferring your pension as a cash payment usually takes two to six weeks to complete.

Transferring your existing investments will take longer – typically eight to twelve weeks. 

However, transfers can take longer depending on the type of investments you hold.

Please note that time frames are a guide from when you have sent all the forms and information we require. From that point, transfers can take longer depending on the type of investments you hold.

You will receive updates at key milestones throughout your transfer through email. 

We will contact you by email or secure message if further action is required from you. To view your secure messages, select Account > Secure Messages from your account menu. 

You can also request an update about your transfer’s progress at any time. 

For ISA and trading account transfers, you can request an automated email update. Select Cash & Transfers > Transfer in on your account menu. Then click Transfer Update.  

If you want to request an update about a SIPP transfer, please send us a secure message. 

Send us a secure message about your transfer

If you have a query which is not answered in your progress email, the easiest way to contact us is through secure message.

To send us a secure message about your transfer:

• Log into your account and select Account > Secure Messages from the menu.
• Click the Compose button and then My question doesn’t appear in this list. 
• For SIPP transfers, please select transfers – SIPP as the message topic. 
• Compose your message and message title and then click Send. 

Please note that it could take up to five days for us to respond. If you have an urgent enquiry, please call us. 

You can see a full overview of our fees and charges on our fees and charges page. 

Our fees and charges 'at a glance'

• All our plans come with access to a Stocks & Shares ISA, Personal Pension (SIPP), and Trading Account, along with a wealth of benefits. Whichever plan you’re on, you’ll have everything you need in one place
• Free regular investing. Top up your investments with monthly payments for free. Minimum investment £25 per month. 
• £0.99 for dividend reinvestment. This service automatically reinvests your chosen dividends. The minimum amount you can reinvest is £10.
• No transfer fees. We won’t charge you to transfer in or out. (Please bear in mind your existing providers could charge fees to transfer out, so please check.)
• There are activity-based fees for things like stamp duty and foreign exchange. View our full charges. 

At ii, we offer access to the widest choice of investments on the market – including:

• Shares
• Funds
• Investment trusts
• Exchange Traded Funds (ETFs)
• Bonds and Gilts
• Venture Capital Trusts (VCTs)

Click on the links to find out more or to search for investments. 

If you are already an ii customer, you can also search for investment ideas using the research tab on your account menu.

Some plans include free monthly trades. Each trading credit is worth £3.99 you can use against trading fees in any of your accounts and is available for 31 days. See our charges for more details about our plans. 

You can use your free trading credit for: 

• UK and international shares
• ETFs
• Funds
• Investment trusts
• Dividend reinvestment

Each new trade credit remains valid for 90 days before it expires. Trading credit can be used in any of the accounts that you hold. 

How to view your available free trade credit

Select Portfolio > Overview on your online account. 

Scroll down and click on credits overview. 

This provides a breakdown of the trading credit you have received and the date your credits are due to expire. 

You can place a trade using your online account in a few simple steps:

• Select Trading > Trade Now from the menu.
• Choose the type of investment you wish to trade. Select UK Shares & ETFs, Funds, International or Bonds & Warrants. 
• Select which of your accounts you wish to trade in.
• Find the investment you want to trade using its name, symbol or SEDOL code. Then click to Buy or Sell. 
• Select to trade by shares or cash amount. Then enter the quantity you wish to buy or sell.
• For UK Shares & ETFs, International shares and Bonds & Warrants, you can click on the More Trade Options icon. This allows to change the settlement period or order type. 
• Click Preview Order to get a quote for your order which is valid for 15 seconds.
• If you are happy with the price, click Place Order to confirm your trade.

Please note that you will need to get set up for international investing before you can trade US and other international shares. 

Before you can buy international shares, you need to sign and return the following forms: 

• Exchange Agreements – this ensures you can get live prices for international markets.
• W-8BEN – this enables you to trade US shares. 

You will also need to complete an Appropriateness Assessment Form in order to trade US shares or other complex instruments. 

How to complete the online Exchange Agreements form

• Select Trading > Trade Now from the menu. 
• Click on the International investment type, and then the sign the exchange agreements link. 
• Open the Amalgamated Exchange Agreements form. 
• Complete the form carefully. 
• Scroll down to read the disclaimers. Click I agree to confirm. 
  
  

How to complete a W-8BEN form to trade US shares

To invest in US shares within a trading account or ISA, you must complete a W-8BEN form. 

You do not need to do this to trade US shares within a SIPP account. 

You can access a W-8BEN form through your online account. 

• Select Account > Useful Forms from the menu. 
• If you scroll down, you can view a guide to completing the W-8BEN before clicking Go To W-8BEN Online. 
• Click New Form. 
• Complete the form chooser by choosing the options which apply to you. This process may take up to 10 minutes to complete. 
• When you reach the Declarations stage, click Generate PDF to open your W8-BEN form in a new window. Please review the document and check the details are correct.
• If you are happy the information in it is correct, close the new window containing the W8-BEN form. 
• Click Submit to confirm. 

Once you have completed your W-8BEN form, you will be able to trade US shares. 

It will remain valid for three years before you need to renew. 

How to complete the Appropriateness Assessment Form

Appropriateness tests are required when purchasing complex instruments – including US shares. 

It helps us to determine whether you have the appropriate experience and knowledge to understand the risks involved while trading.

The Appropriateness Assessment Form contains 10 yes or no questions. You can access it through your account. 

• Select Account > Personal details & preferences from the menu. 
• Scroll down to the Account Information section. Click on Appropriateness Assessment Form. 
• Read each question carefully and select yes, no or don’t know.
• When you have finished, click Submit. 
• A message will then appear to notify if you have passed the assessment. 

You can change or update your personal details using your online account. Make sure you have your mobile phone to hand, as we will send a verification code by text message when you make a change.

Select Account > Personal Details & Preferences from your account menu. On the Personal Details & Preferences page, you can update your:

• Personal details 
• Contact details
• Tax and reporting details
• Password
• Mobile number
• Email address

Click on the option you wish to update and follow the on-screen instructions. 

Click the Save or Check and Preview button once you have updated your details. 

We will then send you a text message with your verification code. 

Updating your mobile number

You can update your mobile number on the Personal Details & Preferences page of your online account. All you need is the mobile phone you currently have registered with us and your new mobile number. 



However, you can still change your mobile number online if you do not have access to your current registered mobile. 

To do so, you will need your 24-character recovery code and your new mobile number. 

Alternatively, you can call our customer helpline on 0345 607 6001 or if you are phoning from overseas on +44 113 3462 309.  

Change address

The easiest way to update your address is through your online account. 

Go to the Personal Details & Preferences page and click on Contact Details. 

For security, you will need your registered mobile phone to receive an SMS verification code. 

You can also send us your change of address in writing. Please sign the letter detailing your new address and send it to our Account Management Team at: 

interactive investor, 4th Floor, 3 South Brook Street, Leeds LS10 1FT

If you are having trouble logging into your account, please check that you have entered your username and password correctly. 

Username

Your username is your usually seven-digit account number. 

If your account was opened before February 2003, your Username will begin with a 'K’ followed by 7 digits. For example, K0123456 (UK Customers only).

If you have forgotten your username: 

• Click on the Forgotten username? link on your login page. 
• You will then need to enter your name, date of birth and the last four digits of your mobile number. 
• Click Send SMS. You will receive a text message containing your username.

If you are unable to receive our text message with your username, you can call our customer help line. We can provide your username once you have completed appropriate security questions.

Password

Login passwords are case sensitive. Passwords need to be between 8 and 50 characters long and include at least 1 upper case character, 1 lower case character and 1 digit. Special characters such as @ or # are not permitted.

If you have forgotten your password: 

• Enter your username (your seven-digit account number) into your login page. Then click continue. 
• Click the Forgotten your password? Link. 
• Enter your username and the email address linked to your account. Click send email. 
• You will then receive an email from interactive investor. 
• Click on the link within the email and create a new password for your account.

How to unlock your account

If you enter an incorrect password 10 times, your account will be locked.

If the login page states that your account is now locked, you will receive an email with a link to unlock your account. 

Alternatively, you can call our customer service team on 0345 607 6001. We will take you through some security questions to unlock the account for you. 

If you have an account with ii, the easiest way to contact us is through secure message. 

How to send a secure message

• Log into your online account and select Account > Secure Messages from the menu. 
• Click Compose to send a new message. 
• A help screen with a list of frequently asked questions (FAQs) will appear. If these FAQs do not resolve your problem, click My question doesn’t appear in this list. 
• You can give your message a title and select from a list of message topics to help us to address your query.
• If you need to add an attachment to your message, click Choose files. 
• Compose your message and then click send. 

One of our team members will respond to your message as soon as possible. Replies will appear in the inbox section of your secure messages. 

Please note that we are currently experiencing a high level of messages and it could take up to five days for us to respond.

Urgent enquiries

While sending us a secure message is the best way to contact us about non-urgent enquiries, please do not hesitate to call us if you have an urgent problem. For example, if money has been withdrawn from your account without your consent or if someone else has tried to access your secure account.

To telephone from the UK, call: 0345 607 6001

If you are phoning from overseas, call: +44 113 346 2309

Call centre opening hours:

Monday - Friday: 07:45 - 17:30 BST/GMT

Monday - Friday: 17:30 - 21:00 BST/GMT for international trading calls only.

You can add or change your nominated bank account details online. You will need to add a nominated bank account before you can withdraw cash. 

Make sure you have your mobile phone to hand, as we will send a verification code by text message.

• Select Cash & Transfers > Bank Account from your account menu. Then click add. 
• Choose your preferred currency and enter the details of your nominated bank account. 
• Click Check and Preview to receive your SMS verification.
• Enter the six-digit code for verification. 
• Click to Confirm your bank details. 
  
  

Please note that:

• The address for your nominated bank account must match the address you have registered with us.
• The bank account can be a UK Bank or Building Society account that is in your own name, or a joint account on which you are named. 
• Non-UK bank accounts can only be added upon receipt and verification of a bank statement. 
• You can have one nominated bank account per currency. 
• After adding your nominated bank account, you cannot make any further changes for 30 days. This is for anti-money laundering purposes. If you need to make a withdrawal to a different bank account urgently, please contact us.

If you are unable to verify your bank details online, you can call us on 0345 607 6001. 

If we are unable to verify your bank details over the phone, we may request that you send us a bank statement dated within the last three months. You can send us a bank statement via secure message. 

The easiest way to add money to your account is with an instant bank payment. But you can also add cash by debit card or by monthly direct debit. 

Follow our guide to setting up instant bank payments.

To add money by debit card:

• Log into your online account and select Cash & Transfers > Add Cash from the menu. 
• If you have not already done so, you will need to register a UK debit card. Click on add card and enter your debit card details. 
• Then choose how much money to deposit and which of your accounts to add it to.
• Click Add cash to confirm. 

To add money by monthly Direct Debit: 

• Log into your online account and select Cash & Transfers > Direct Debit from the menu. 
• You will need the sort code and account number of the account you are paying the Direct Debit from.
• Then choose the value of your monthly payment and the start date.
• Select Submit to confirm the Direct Debit details and submit your account holder’s declaration.

You can add non-sterling currencies to your account by bank transfer. 

To do so, please instruct your bank to transfer funds using the following account information:

For all payments: BIC: NWBK GB 2L

Reference: Account number followed by your name (e.g. 1234567, Smith, John)

Please ensure that you send the funds from a bank account which is in your name. We do not accept third party payments or payments from money transfer/FX companies. 

We will credit your payment into your cash balance by the end of the next working day after they were received. However, this is dependent on us having all the information to be able to do so at the point which they are cleared funds.

Until it has been credited, your payment will not appear in your cash balance. 

Bank transfers from outside the UK can be made from one of the following countries:

• United Kingdom & Channel Islands
• Ireland
• Germany
• France
• Belgium
• Spain
• Netherlands
• Portugal
• Italy
• Sweden

You can withdraw cash from your account by bank transfer. 

Before you can withdraw cash, you need to add a nominated bank account. You can do this online – all you need is your bank details and the mobile phone you have registered with us.

• Select Cash & Transfers > Bank Account from your account menu. Then click add. 
• Choose your preferred currency and enter the details of your nominated bank account. 
• Click Check and Preview to receive your SMS verification.
• Enter the six-digit code for verification. 
• Click to Confirm your bank details. 

Please note that:

• The address for your nominated bank account must match the address you have registered with us.
• The bank account can be a UK Bank or Building Society account that is in your own name, or a joint account on which you are named. 
• Non-UK bank accounts can only be added upon receipt and verification of a bank statement. 
  
  

Once you have added a nominated bank account, you can withdraw cash from your account by bank transfer. 

• Log onto your online account and select Cash & Transfers > Withdraw/Transfer Cash from the menu.
• Click on Bank Transfer to withdraw cash.
• Click on Withdraw Cash.
• Enter how much cash you wish to withdraw and which account to withdraw it from. You can also set a specific date for the cash to leave your account.
• Select the currency you wish to withdraw.
• To set up recurring payments, select Recurring from the Frequency menu.  
• Click Check and Preview to receive your SMS verification code. 
• Confirm your payment.

Your cash will be credited to your bank account by the end of the next working day if requested before 2pm. If you request your withdrawal after 2pm, you will receive your cash after two working days. 

If you are withdrawing cash in a currency other than sterling or euros, there is a £15 charge per withdrawal. Please be aware that money withdrawn in other currencies may take longer to be credit to your account. 

Please note that we require that you hold enough cash in your account to cover both your withdrawal and any relevant fees on the withdrawal date.

Withdrawing money from an ISA

Any cash that you withdraw from an ISA will lose its tax-efficient status. This means you will not be able to replace the money you have withdrawn without using more of your yearly ISA allowance. 

You can set up direct debit payments to pay for regular investing or your monthly service plan fee.

How to set up direct debit payments for your monthly fee

• Log into your online account and select Account > Service plan details from the menu. 
• Scroll down click on Set up a Direct Debit. 
• Enter your bank details. Please note that the bank account must be in your name and registered in the UK. 
• Click Continue and then Confirm. 

Your monthly subscription will be collected on or around the 10th of each month.

It usually takes up to 6 business days to set up the direct debit and 8 business days from set up to claim the funds. We will notify you when the direct debit has been set up.

How to set up direct debit payments for regular investing

Regular investing is free with your account. It allows you to top up your investments monthly rather than buying with lump sums.

You can invest as little as £25 per month per investment, and there are no trading costs to pay.

Click here for a guide to setting up regular investing. 

To set up direct debit payments: 

• Select Trading > Free regular investing from your account menu. 
• Then click on Set up Direct Debit and enter your bank details. 
  
  

Payments will be request from your bank account on the 12th of each month.

You can check the date your regular investments will be carried out by going to 'Portfolio', then 'Account', and then 'Free regular investing'.