Frequently asked questionsFind answers to all your product-related questions here. If we’ve missed something out, or if there’s anything you’d like to discuss, have a chat with one our Client Relations team on 0800 316 2295.
Before you transfer money from your bank account to Octopus, you’ll need to send us your completed application form. The exact Octopus bank account number you need will vary by product, but it’s is shown clearly on the application form. If you’re unsure, best to call 0800 316 2295 to check.
No, payments need to come from your personal account.
When you make an investment with us, you will be asked to provide documents that are ‘certified’ as true copies of the original. We would need to see one each of the following:
- A certified copy of identification (your passport or driving licence) plus;
- A certified copy of proof of your address, dated in the last three months (a driving licence, bank statement or utility bill, but not a mobile phone bill).
A certified copy must be signed by a regulated individual (e.g. financial adviser, solicitor or accountant). Their original signature should be on each page of the document (not a photocopy).
You can ask your financial adviser to complete an Identity Verification Form, which would certify that the copies of the documents you send us are a true likeness of the originals.
Yes, can view your portfolio and get online valuations through our secure portal. If you haven’t registered with us already, register for our secure portal here. Alternatively you can call 0800 316 2295, and we’ll give you a valuation over the phone – just make sure you have your investor reference number to hand when you call us.
Making a complaint
Outstanding customer service is at the heart of everything we do. But that doesn’t mean we get it right every time. If our service doesn’t live up to your expectations, or if you think something’s gone wrong, tell us and we’ll fix it. Here’s what you need to do:
Tell us what went wrong
Call us on 0800 316 2295
Send an email to: firstname.lastname@example.org.
What happens next?
It’s important that we’re given the chance to investigate your complaint fully, and then respond in a way that addresses all your concerns. We’ll always be fair and reasonable in our approach, and wherever possible we’ll improve things so that it doesn’t happen again.
Some complaints can take longer to resolve, but we’ll keep you updated throughout. After we’ve finished investigating the complaint, we’ll get back to you with a decision and explain how we’ve reached our conclusion. We’ll do this either by phone, email or letter.
Talking to the Financial Ombudsman Service
If you’re not happy with our decision and would like to take your complaint further, you can refer it to the Financial Ombudsman Service. This is a free, independent service that aims to resolve disputes between financial services companies and their customers. We’ll send their details along with our written response to your complaint.
If you believe that you have witnessed something which contravenes our standards of personal or business conduct, you can do so by raising a whistleblowing concern. All concerns raised are taken seriously and fully investigated. The identity of staff, suppliers or clients who raise a concern will be kept confidential, and will not be discriminated against in any way as a result of raising an issue. Staff should read the Whistleblowing Policy before contacting to ensure the report is made correctly. Reports can be made by email to email@example.com or by calling 0800 294 6824.
Venture capital trust questions
We undertake valuations for unquoted shares held within a VCT twice a year as part of the interim and final accounts. Our AIM VCTs have an updated net asset value (NAV) announced to the London Stock Exchange weekly. In special circumstances, such as a sale of assets, we may revalue a VCT within this cycle.
Your income tax certificate is attached to the VCT share certificate by a perforated edge at the top. In the past, the tax and share certificates were two separate documents. If it’s a VCT re-investment, you’ll find the tax certificate at the bottom of the page and referred to as the ‘Accounting Statement’.
Yes, you can ask for the one-off (initial) or ongoing costs of the investment advice you receive to be paid on your behalf through the sum you’ve invested in the VCT. Just complete the relevant section of the VCT application form when you’re filling it out.
We look to get tax certificates sent out with share certificates within 21 days of you being allotted shares in the VCT.
Enterprise Investment Scheme questions
EIS investments are in unquoted companies and therefore we can’t just look up a market price for them. Instead, we use the recognised industry-standard approach to valuing companies. We then have the valuations independently verified by an External Oversight Committee, so they typically take up to three months and are made available twice a year from the valuation date.
We work hard with the companies we invest in and also HM Revenue & Customs to ensure EIS tax certificates are received by investors as quickly as possible. You can check the progress of outstanding EIS certificates by visiting our secure portal. You can also call us on 0800 316 2295.
Inheritance tax questions
Yes. You would not be giving away the assets, so they are able to make the decision on your behalf.
Octopus Portfolio Manager questions
From April 2018 we will post Octopus Portfolio Manager valuations to investors every quarter. We will also send copies by email to your financial adviser. You can also review your portfolio at any time through our secure online portal.
If you have invested in an Octopus Portfolio Manager ISA in the current or previous tax year, you can complete the Octopus Portfolio Manager Top Up Form.
If you have not invested in an Octopus Portfolio Manager ISA in the current or previous tax year, you should complete the Octopus Portfolio Manager Stocks and Shares ISA and ISA Transfer Application Form.