Please note this information refers to OEICS and Unit Trusts. To find out more broadly about ETFs and Jupiter Active ETFs please click here.
- Webchat
- Telephone
- Post
Webchat is available between 9am and 5pm Monday to Friday using the orange icon at the bottom right hand corner of the page. You will be able to receive general information, however, if you want account specific information, please access Webchat via our online system ‘My Account’.
For all general enquiries:
Tel: 0800 561 4000
Fax: 0800 561 4001
Our phone lines are open between 9am and 5:30pm Monday to Friday.
For your protection, we record telephone calls and may use them for monitoring purposes.
How to access your investment valuation:
Our Automated Intelligent Voice Recognition (AIVR) system allows you to access your investment valuation over the phone, without having to speak to a Customer Services representative, at a time when it suits you. By calling 0800 561 4000, following the options provided and answering a sequence of security questions, you can obtain a valuation of your investment(s) held and fund prices.
At any point during the call you can request to be put through to Customer Services. However, as this AIVR service is also available out of office hours, the option to speak to Customer Services will only be available between 9am and 5.30pm Monday to Friday.
Alternatively, you can obtain an online valuation by registering on ‘My Account’.
Email enquiries: Enquiries@jupiteronline.co.uk
Please note that we cannot accept instructions by email. Email may not be a secure form of communication, therefore we advise against sending your personal account details by email.
Post:
Jupiter Customer Services Department
PO Box 10666
CHELMSFORD
CM99 2BG
In need of advice?
At Jupiter we recommend that you discuss any financial decisions with a financial adviser, particularly if you are unsure whether an investment is suitable, as Jupiter is unable to provide investment advice. A financial adviser can provide advice on and facilitate investment into a Jupiter fund.
If you do not have a financial adviser, we have included the details below of two organisations that can help you find one.
www.unbiased.co.uk
www.findanadviser.org
Is Jupiter signed up to the Unclaimed Assets Portal?
Jupiter takes steps to keep in touch with our investors but sometimes, due to a change of investor’s address perhaps, it’s not always possible and we lose touch.
Jupiter subscribes to the Unclaimed Assets Portal, powered by Gretel, which is hosted by the Investment Association, our industry trade body. This is a free to use service for members of the public to register and check their details with records provided by numerous financial services companies all looking for customers they have lost touch with or for whom they hold unclaimed assets.
Register once and you’ll be informed as soon as there is a match. This might be immediate or sometime in the future as and when other financial organisations subscribe and provide information to the unclaimed assets portal. The portal can be accessed by clicking here.
Complaints
We take customer satisfaction seriously and aim to achieve a high level of customer service. To read Jupiter’s complaint handling procedure, please click here. If you are dissatisfied with the service we’ve provided, please contact us using the details above. Alternatively, you can email us at complaints@jupiteronline.co.uk.
If you’re not satisfied with the way we’ve handled your complaint, you can refer your complaint to the Financial Ombudsman Service:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
If there are any adjustments you need us to make in order to support you for example having documents sent in large print or braille, please let us know.