Help & Support

Here you can find useful topics around managing your account, links to important documents and details on how to contact us.

Helpful topics

Managing your account

How do I register for online access to my FundsNetwork account?
To sign up for online access, visit our registration page. All you’ll need is your Customer Reference Number (CRN) and one of your FundsNetwork account numbers.

I’ve forgotten my log-in details. What should I do?
If you can’t remember your password, visit the log-in page and click on the ‘Forgotten your password?’ link. You'll need to have your Customer Reference Number (CRN) ready. If you’re still having trouble, give us a call on 0800 358 4060.

Is the FundsNetwork website compatible with my device?
The FundsNetwork website is best viewed with the most recent versions of Microsoft Internet Explorer, Google Chrome, Mozilla Firefox and Apple Safari. If your device has an older version, you’ll need to update it in order to use all the features of our site.

My online account information isn’t what I expected. What should I do?
If you have any questions about your online account, please get in touch with your adviser or call us on 0800 358 4060.

Where do I find my Customer Reference Number (CRN)?
Your Customer Reference Number (CRN) can be found at the top of your original welcome letter or on any of your statements. It is ten digits long, starting ‘100’.

Where do I find my account number?
You can find your account number on any letter we have sent you confirming an investment or another type of transaction.

Can I check my account over the telephone?
You can check your account using our automated service on 0800 41 41 24 at any time of the day or night. The first time you call, you’ll be asked to set up a PIN. You’ll need your ten-digit Customer Reference Number (CRN) starting with ‘100’ and your FundsNetwork account numbers.

Adding Money

Can I set up a savings plan and pay by Direct Debit?
Yes. You can make Direct Debit payments monthly, quarterly, every six months or annually. This is known as a regular savings plan. You can either set it up yourself online or your adviser will be able to arrange it for you.

How do I add cash to my account?
Your adviser will be able to do this for you. Or, if you have registered for online access, you can do it yourself at

Can I pay into someone else’s account?
Yes. You just need to complete a Deed of Gift form. Your adviser will be able to help you with this.

Can I move money from my Investment Account into my ISA?
Yes, as long as you haven’t used all of your ISA allowance for the current tax year. If the money is held in investments, the move involves selling them and then moving the cash into your ISA, where you and your adviser can decide how to invest it. You’ll be out of the market for up to three business days while the move takes place. Your adviser will be able to place the deal for you.

Can I move money from my Investment Account to my pension?
Yes. You can do this by selling assets from your Investment Account and then investing it in your pension. Your adviser will be able to arrange this for you.

Can I change the date of my regular savings plan?
Yes. Just send us a secure message or call us on 0800 358 4060. For ISAs and Investment Accounts you can choose the 1st, 10th, 17th, or 25th of the month. For the FundsNetwork Pension you can choose the 10th or 25th.

Can I change the funds I’ve invested in?
Yes. Please speak to your adviser about selecting new funds. They will also be able to place the necessary deals for you. Alternatively, you can buy, sell or switch investments yourself through your online account.

Withdrawing Money

Can I take a regular income from my investments?
Yes. You can set up a regular withdrawal plan to receive money from your accounts monthly, quarterly, every six months or annually. Payments can be on the 1st, 10th, 17th or 25th of the month. Your income can simply be any dividends or interest your investments generate. Or you can specify an amount you would like to receive on a regular basis – this could mean we have to sell some of your investments, so you should bear in mind that it is likely to erode your capital over time. You and your adviser can select the investments you would like to withdraw from. Your adviser will be able to give you more information about withdrawal plans and set one up for you.

How do I close my account?
Before you close your account, make sure that it’s the right move for you. If it’s market volatility you’re worried about, we offer other options that you might be interested in, such as moving your investments into cash, or switching to different investments. Your adviser will be able to tell you more about these options. If you still want to close your account, your adviser can do it for you, or you can send us a letter with your specific instructions. Please include your Customer Reference Number (CRN), the relevant account number and your full bank account details. Even if you decide to close your account, we’re legally obliged to keep your records for a period of time. As we provide statements every six months, you may receive a statement some time after your account is closed. You may also receive dividends or interest relating to the time before you close your account.

How do I withdraw money?
Before you withdraw money from your account, you should be sure it’s the right move for you. We offer a number of alternatives that might suit your needs. These include:

  • Setting up a withdrawal plan that would give you a regular income.
  • Switching into cash, or a different investment, if you’re worried about market volatility.

Your adviser will help you make the right decision, and handle the withdrawal for you. Alternatively, you can do it yourself online, over the phone (0800 358 4060) or by letter – we’ll need specific instructions, along with your Customer Reference Number (CRN), the relevant account number and your full bank account details.

Transferring Investments

Can I move an ISA or other investments to FundsNetwork from other companies?
Yes. All we need is the name of the company you are moving the investments from and your account number with them, and we’ll do the rest. Your adviser can arrange this for you.

Can I transfer my pension to or from FundsNetwork?
Yes. Your adviser can arrange this for you.

When I move my investments to FundsNetwork, will my savings plan be transferred as well?
No. You’ll need to cancel your regular savings with your current company and start a new regular savings plan with us. This is also the case if you’re transferring investments away from FundsNetwork to another company.

Can I transfer my investments from FundsNetwork to another company?
If you’re looking to transfer your accounts away from FundsNetwork, you should contact the company you’re moving to and they will pass your instructions on to us. There’s no need for you to tell us you are leaving. Your adviser will help you decide if this is the right thing for you to do and tell you more about how it works.

Can I add more money to my account during the transfer process?
Yes. There is no need to wait for your investments to arrive from the other company. You can pay money into your account either as a lump sum or through a regular savings plan.

Which investments can I transfer my money to?
Your adviser will give you information on our range of investments and help you decide what the best options are for you.

Are there any charges for moving my investments to FundsNetwork?
No. We don’t charge you for moving your investments to FundsNetwork, but you should check whether your current company charges an exit fee. If you change your investment choices as part of the transfer, you should remember that some fund managers have charges for buying or selling their funds. Your adviser will give you all the information you need.

Are there any exit fees if I move from FundsNetwork?
No. We don’t charge you for moving your investments away from FundsNetwork.

How long does it take you to transfer my investments?
Once you’ve submitted your application, transfers usually take between four and six weeks. Sometimes it can take less than this, but it can also take longer – it all depends on the company you are moving from.

Can I transfer my accounts to another person?
Yes. Your adviser will be able to help.

Can I transfer some of my accounts to another company?
The company you’re thinking of moving to will tell you more about the investments they will accept. From FundsNetwork’s point of view, the only thing to note is that you cannot transfer part of an ISA away from us – it must be the whole account.

Will my ISA keep its tax advantages if I transfer it to or from FundsNetwork?
Yes, as long as you use the correct transfer process, which involves asking your new company to request the transfer from your current company. The transfer has no impact on your ISA allowance for the current year. Your adviser can make sure you follow the correct procedure.

Can I transfer my accounts to another person?
Yes. Your adviser will be able to help.

For more information, you can read our guide to transferring your investments to an alternative beneficiary.
Open document

And if you need the forms:

For transferring OEICS and Unit Trusts
Open document

For transferring SICAVs
Open document

Tax Information

What is Capital Gains Tax?
Capital Gains Tax (CGT) is a tax on profits from the sale of investments or assets. It is only triggered when an asset is sold, not while it’s held in your account. You are allowed to make a certain amount of profit before you pay CGT. ISAs and pensions are exempt from CGT. If you have questions about whether you may have to pay CGT, you should speak to your adviser, a tax specialist or HM Revenue & Customs.

Will transferring my investments make me liable for Capital Gains Tax?
You won’t be liable for Capital Gains Tax (CGT) if you transfer your ISA or pension to us. However, you might be liable for CGT if you transfer investments from other types of account, but this depends on a number of different things. In some cases, if you are transferring an investment that we don’t offer on our platform, you will have to sell it first and use the cash to invest in different investments within a FundsNetwork account. The selling part of this process could make you liable for CGT, so it is important for you to speak to your adviser or a tax specialist before you make any decisions on transferring.

Will you give me details of any tax I pay on my investments?
Yes. If you receive any income from your funds, we’ll provide you with an annual tax voucher showing the income you’ve received and any taxes we deducted from it. We produce tax vouchers every April and you’ll either receive it online or by post, depending on your mailing preference. Your adviser can also generate reports for you using our Income Tax and Capital Gains Tax reporting tools.

Does FundsNetwork need to know my tax code?
We only need your tax code if you have a pension with us. HM Revenue & Customs will tell us what it is – you don’t need to give it to us yourself.

Do I pay tax on an ISA or a pension?
No. You don’t have to pay Income Tax or Capital Gains Tax on your ISAs or pension investments, and you don’t need to declare your ISA on your tax return. But remember that you may have to pay tax on the income you receive from your pension.

Do I pay tax on an Investment Account?
This will depend on your circumstances. You may need to declare income or capital gains from your Investment Account on your tax return. If you have sold any investments or switched between different investments, this could trigger a Capital Gains Tax liability. For more information you should speak to your adviser, a tax specialist or HM Revenue & Customs.

Are beneficiaries subject to Capital Gains Tax?
In most cases, transferring investments after a death simply involves changing the name on the account, rather than selling investments, so it doesn’t result in a Capital Gains Tax (CGT) liability. However, if investments aren’t available for transfer and the beneficiary chooses different ones, there may be a CGT liability. We’d suggest that executors or beneficiaries speak to a tax specialist or to HM Revenue & Customs.

How can I use the Inheritance ISA allowance?
If your spouse or civil partner dies, you can now inherit the tax benefits of their ISA. The way this works is that you receive an extra ISA allowance, in addition to your standard ISA allowance. This is known officially as an additional permitted subscription, and it is equal to the value of your spouse or civil partner’s ISA on the date of their death. Your adviser will give you the right forms to fill in.

Funds and Investments

How much can I invest?
If you have a regular savings plan, the minimum payment is £50 in total, with a minimum of £25 for each investment. There is no maximum investment other than the annual allowance for an ISA, pension, Junior ISA or Junior SIPP.

What do I need to open an account?
You must be a UK resident to open an account with us and at least 18 years of age. Your adviser will open your account for you and we will need to verify your identity.

Can I take an income from my investments?
Yes. There are several ways to do this:

  • With a withdrawal plan, you can take a fixed amount every month, quarter, six months or year. Your payments can be on the 1st, 10th, 17th or 25th of the month. We’ll take your regular payments from the cash in your account, or if you don’t have enough cash available, we will sell some of your investments to cover the payment. You should remember that this is likely to erode your capital over time.
  • Alternatively, you can have the dividends or income produced by an investment paid directly to you. The amount of these payments will depend on investment performance and how often the fund pays out.
  • Finally, if you have a pension, and you are 55 or over, you have the option of drawdown.

Your adviser will help you decide which of these options suits you best and will set it up for you.

When will I get my income?
There are four days of the month to choose from and your income can be monthly, quarterly, six monthly or annual.

The frequency with which funds pay dividends or interest can range from monthly to annually. So you will only receive a payment on your chosen date if the investment has paid out since your last payment.

What payment methods can I use when I invest?
We can take payment by debit card or cheque and your adviser can also set up a Direct Debit if you want to invest regularly.

Can I invest for my children?
Yes. We offer a Junior ISA and a Junior SIPP. Your adviser will give you more information on these products and help you open an account. It is also possible to set up a trust as a way of investing on behalf of a child. An important point to remember is that all these options involve what are known as ‘irrevocable gifts’. In other words, you cannot take the money back if you change your mind. In the case of a Junior ISA or a Junior SIPP, the money belongs to the child, who will be able to withdraw it when they are 18 or 55 respectively. If you would prefer to have complete control over the money you are investing for the child, you might prefer simply to set up an Investment Account in your own name and add the child’s name as an account designation. Your adviser will help you decide which is the right option for you and the child.

When I sell an investment, how long does it take for the money to arrive in my bank account?
We usually make payments within seven working days. You can sell unit trusts and OEICs and have the money paid into your bank account. However, with most other investments, such as company shares, investment trusts and exchange traded funds (ETFs), you need to sell them first and then withdraw the cash when it arrives in your FundsNetwork account, which can take up to five working days.

Pension and Retirement

How do I open a FundsNetwork Pension?
Please speak to your adviser, who will be able to help you with this.

Can I switch funds within my pension?
Yes. Your adviser can do this for you.

What happens to the money in my pension if I die?
If you die before you are 75, and before you have taken any benefits, such as tax-free cash, from your pension, the money will usually be paid out as a lump sum to your nominated beneficiaries. Alternatively, the money can be used to provide a tax-free income for them, either as drawdown or as an annuity.

If you have used the money in your pension to buy an annuity before you die, you’ll only be able to pass on guaranteed benefits to your beneficiaries. For example, some annuities guarantee to pay your surviving spouse 50% of the income you were receiving.

If you are 75 or over when you die, the same benefits are available, but death benefit payments will not be tax-free.

Pension rules are complex, and we recommend that you speak to an adviser who will help you make the right decision for your circumstances.

What tax relief do I get on my pension?
We’ll claim tax relief at the basic rate of 20% on your contributions. If you pay higher or additional rate tax, you need to claim the rest of your tax relief from HM Revenue & Customs yourself – this may mean you have to complete a tax return. You should remember that there is a limit, known as the annual allowance, on the amount of pension contributions you can receive tax relief for within a single tax year. Your adviser will be able to give you more information.

Charges and Fees

What charges do I pay on my account?
FundsNetwork charges two fees for looking after your accounts – an annual Investor Fee of £45 and a Service Fee, which is 0.25% a year of the value of your investments. There will also be investment charges from the companies who manage your funds. For more information, download this guide or speak to your adviser.

How much is the Service Fee?
Our Service Fee is 0.25% of the value of your investments each year. For example, if you have investments worth £50,000 with us, you will pay an annual Service Fee of £125. We automatically deduct the Service Fee from your account so there is no need for you to make a separate payment. We calculate the fee every month and deduct it in 12 instalments. If you have enough cash in your account, that is where we collect the Service Fee from. Otherwise, we will sell some of an investment that you and your adviser have nominated. When no investment is nominated, we normally take the fee from your largest investment by value within each account you have with us.

How much is the Investor Fee?
This is a flat annual charge of £45, which we take in two six-monthly instalments of £22.50. We automatically deduct this fee so there is no need for you to make a separate payment. If you have enough cash in your account, that is where we collect the Investor Fee from. Otherwise, we will sell some of an investment that you and your adviser have nominated. When no investment is nominated, we normally take the fee from your largest investment by value in your largest account. However, we will only take it from an ISA or pension if you do not have any other accounts with us. You will pay one Investor Fee for all accounts in your sole name, no matter how many there are. You will also pay the Investor Fee for each unique set of names that you have a joint account in.

What fees will I pay to my adviser?
Your adviser will explain the fees they charge for their time and expertise and agree them with you before they give you any advice. There are three types of fee you may pay your adviser – initial, ongoing and one-off. FundsNetwork can deduct these fees from your account and pass them on to your adviser for you. We will do this on instruction from your adviser. Our terms state that the adviser must have obtained your prior permission, and may be asked to supply evidence of this. We also write to you to confirm the details whenever your adviser sets up or amends a fee.

What charges are set by the company managing my funds?
You can read more about these on the factsheet or key information document for each specific investment, but as a general guide to fund charges:

  • Ongoing fund charges vary significantly depending on how the fund is managed. You can find details of ongoing charges on the fund factsheet.
  • Some funds are dual-priced, which means they have a bid-offer spread, which is the difference between the sell price and the buy price of the fund. Typically the buy (bid) price will be higher than the offer (sell) price.
  • Funds may have a performance fee which is charged by a fund manager based on how the fund performs. You can find information around performance in the fund’s key information document.
  • Some fund managers levy charges (known as Fund Manager’s Buy Charge and Fund Manager’s Sell Charge) for buying into the investment and/or selling out of the investment. These charges are typically to protect existing investors from the trading costs of other investors.

What are the charges for share dealing?
For share dealing (including ETFs and investment trusts) — there is a charge made for each buy and sell transaction you place (including switches and dividend reinvestments).

This will be deducted from the amount invested or raised through a sale and will vary depending on whether it is an online or phone deal. There may be other related charges added, and charges on deals placed through your adviser will be cheaper.

  • For deals you place online there is a charge of £10.00
  • This charge is reduced to £1.50 for deals as part of regular savings plans, phased instructions, regular withdrawal plans or automated income reinvestments.
  • For deals you place on the phone there is a charge of £30.00
  • A stamp duty of 0.5% applies to purchases of some equities and investment trusts

For a more in depth explanation, please read Pricing at a glance [PDF]

Deceased clients

What do I need to do when someone passes away?
Please visit our help and support section for our guidance to support executors, administrators and beneficiaries.

Or, if you are working with an adviser, please contact them directly and they will be able to manage this process for you.

Find out more

Dealing times

When will you carry out my instruction?
If you wish to buy or sell your units or shares, then for most products we will carry out your instructions on the day we receive them if we receive your instructions online, as long as they arrive before the dealing cut-off time (for further details, see ‘How are funds priced’ below).

If you make your instruction by telephone, post or fax it may be processed the following business day.

How are funds priced?
Most funds are priced at 12 noon and the dealing cut-off is 11am, however, there are some exceptions. For fund specific details, please contact our customer services team.

Fund prices are set on a forward-pricing basis which means the price is determined at the next valuation point and you will not know in advance the exact price you will pay / receive. Depending upon the fund's dealing cycle, in some cases the Transaction Date noted on the deal confirmation you receive may differ from the price date publicly quoted. As the value of the fund can move up or down this affects the price of each unit or share. The price may also take into account trading costs. Please note that in the event of a fund pricing more frequently than once a day, we will only use the provider’s main valuation point. Deals received after the relevant cut-off point will get the next available price.

We may apply an early cut-off time on certain public holidays or days on which markets close early such as Christmas Eve and New Year's Eve, where this is imposed by fund managers or the brokers we use for trading. Any deals received after a revised cut-off will receive the price achieved at the next available daily dealing point.

Offshore funds are not priced on a UK Bank Holiday. However online dealing of Fidelity offshore funds, as long as the instruction to deal is in good order, will be priced and placed on a UK Bank Holiday. All other deals will be placed on the next working day. Additional public holidays in a fund’s country of registration may affect your ability to place deals on those days.

Please note that if your adviser is using our automated bulk dealing or rebalancing service, or Unit Trust/OEIC to ISA switching facility, different dealing cut-off times will apply. Please contact your adviser for more information.

Power of attorney

More information about how to register Power of Attorney with us.

Find out more

Client Consent

We are in the process of moving all our clients’ accounts to a new administration system which will provide you and your adviser with enhanced capabilities such as cash management and extended share dealing. However, only investments that are held in a nominee structure can be moved to our new system.

We contacted all our clients in 2015 asking for consent - if you haven’t yet given consent, you can still do so by either speaking to your adviser or filling in this Consent form.

Once we have your consent we will be able to move your account to our new system.

Important information documents

Here you can find the full range of our essential documents. If you have any further questions, please speak to your adviser or intermediary.

Statutory and Regulatory disclosures

Fidelity has multiple levels of protection for your money in the event that something goes wrong. View our Statutory and Regulatory disclosures for further information.

Still need help?

Contact us online

The safest and quickest way to contact us is online.

As an existing customer if you've already registered online with us you can log in to your account and send us a secure message.

Call our helpline

Monday to Friday, 9am to 6pm

0800 358 4060

+44 203 100 7057
(Outside the UK)

Please have your Customer Reference Number (CRN) and PIN ready. If you don’t have one,you can create one below.