Below is a list of frequently asked questions that we receive from investors. Please click on each question to display the answer.
Contacting Jupiter
| Webchat | Webchat is available between 9am and 5pm Monday to Friday using the orange icon at the bottom right hand corner of the page. |
| Telephone | Tel: 0800 561 4000 Fax: 0800 561 4001 Our Customer Service team is available between 9am and 5.30pm Monday to Friday. For your protection, we record telephone calls and may use them for monitoring purposes. |
| Online | You are able to do the following via our online portal ‘My Account’ which can be found at www.jupiteram.com:
Once you have registered on ‘My Account’ select the ‘My Account’ menu and add your bank details to ensure that any payments are sent to your bank. |
Email: 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
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.
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’.
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.
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.
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.
See ‘How do I register a Power of Attorney’ if you have a Power of Attorney and want to register them on your account.
Alternatively, if you don’t have a Power of Attorney but would like us to provide information over the phone to someone other than you, please send us a signed letter with the name and address of the person you are nominating. If you have registered for our online portal, ‘My Account’, you are able to send it using our document upload facility.
Our postal address is:
Jupiter Customer Services Department
PO Box 10666
Chelmsford
CM99 2BG
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 in How do I contact you.
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
Investing in Jupiter
Our unit trust/ISA fund range is detailed here.
You are only able to invest in an OEIC if you already hold the fund you want to invest into.
We offer different share classes within the same fund to suit different types of investors and income preferences.
Any new investments into a unit trust (either with or without the ISA wrapper) should be placed into the J class as the L class is now a legacy class.
As it is only possible to invest into an OEIC fund (either with our without the ISA wrapper) if you have an existing holding in that fund, any new investments should be placed into the existing share class. This will be either the J class, P class or W class.
The share class names are followed by the words ‘Income’ or Accumulation’. ‘Income’ funds are where any income earned on the fund is paid to you, whereas accumulation funds are where the income is automatically retained within the fund.
The different share classes have different charging structures. Please refer to the Key Investor Information Document (KIID) for details of the charges for the relevant share class.
Unit trusts can be held within the ISA wrapper whereas OEICs can’t with the exception of existing clients whose unit trust holdings were merged into an OEIC (Jupiter Merian North American Equity Fund, Jupiter Global Macro Bond Fund and Jupiter UK Smaller Companies Fund).
Yes, we offer the Jupiter Ecology Fund, Jupiter Global Leaders Fund and Jupiter Responsible Income Fund.
Read more about how to invest by clicking here.
If you make your investment as a result of advice received from your financial adviser, you are entitled to cancel your investment if you change your mind. Where applicable, details of how to exercise these rights will be sent to you with your contract note confirming the details of your investment. In these circumstances you will have 14 calendar days from the date the cancellation form is received by you in which to exercise your right to cancel.
If you cancel your investment, we will refund your payment, however, if the investment has fallen in value when we receive your cancellation notice, we will send you the lower value.
If you have invested directly without using the services of a financial adviser, you will not be able to cancel your investment.
Charges vary by fund and by share class. Full details can be found in the relevant Fund Fact Sheet and/or Key Investor Information Document (KIID) found in Fund centre - Jupiter Asset Management. Both the fixed annual charge and the ongoing charges figure are disclosed there.
The fixed annual charge is the fee we apply for managing, administering and operating the fund. It covers all routine operating expenses except for the items listed below, which are paid directly from the fund:
- Governmental charges, taxes and duties, including those relating to the fund’s assets or to the issue or redemption of units
- Broker commissions, fiscal charges (such as stamp duty and/or stamp duty reserve tax), and other transaction-related costs necessarily incurred when buying or selling investments for the fund
- Interest on borrowings, and any costs associated with arranging, amending or terminating those borrowings
The fixed annual charge is set at a defined rate to give investors clarity and predictability over the core fee, ensuring it does not fluctuate from month to month.
The ongoing charges figure includes both the fixed annual charge and the additional costs outlined above, providing a more comprehensive view of the total annual cost of running the fund.
Anti-money laundering requirements
Anti-money laundering checks are there to protect you, your assets and the wider financial system. They help ensure that only legitimate investors are able to access financial services.
Under anti-money laundering legislation, we are required to verify the identity of all our clients and any associated executors or personal representatives. This includes obtaining information that confirms full name, residential address and date of birth. This verification is performed at the account opening stage and then at regular intervals.
We will attempt to verify your identity using electronic searches, but if this is unsuccessful, we will request documentary evidence. One item for section 1 and one item from section 2 is required (the same document can’t be used to cover both sections, and they must come from different sources). Your documents are stored within secure systems with restricted access.
Read more about anti-money laundering regulations here.
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.
Selling
We can provide information about your investment and how to sell, but we’re not able to advise you on whether selling is right for you. If you’re in any doubt, we recommend speaking to a qualified independent financial adviser. 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
Read more about how to sell by clicking here.
Read more by clicking here.
Example 1
We receive a postal instruction for a client holding a unit trust on the Monday. As the instruction came in before 12pm, it is priced at the Monday valuation point. Renunciation is not required as it is a postal instruction. The proceeds will be sent out* on the Thursday as the settlement is 3 business days following the deal being priced.
Example 2
We receive a telephone instruction for a client holding an OEIC on the Monday. As the instruction came in before 12pm, it is priced at the Monday valuation point. As it meets the requirements for renunciation, we will send out a renunciation form. Proceeds will be sent out* within 4 business days following receipt of the returned renunciation. For example if the renunciation form is received on the Wednesday, the proceeds will be sent out on the following Tuesday as the settlement period is 4 business days following receipt of renunciation.
* Provided all the required anti-money laundering requirements have been met
Read more by clicking here.
No, you will receive the price without any deductions.
Bereavement
We have a dedicated bereavement team. If you would like to arrange a telephone appointment with a member of the team, please contact us. Although they won’t be able to offer financial advice, they can explain the next steps in the process and help guide you through the options available to you.
Below are the forms you may require:
- Small estate form (can be used instead of a Grant of representation if the holding is £36,000 or under)
- Withdrawal form for executors/personal representatives (a way of providing us with a withdrawal instruction)
- Stock transfer form (to transfer the holding to a beneficiary. Must be accompanied by a unit trust application form if the beneficiary doesn’t have an existing holding)
- Unit Trust application form (to transfer the holding to a beneficiary who doesn’t have an existing holding. Must be accompanied by a stock transfer form)
- APS investment application form (to invest in an APS ISA with Jupiter. Available to the spouse/civil partner of the late client)
- APS Allowance Transfer Application Form (to transfer the APS allowance to another plan manager. Available to the spouse/civil partner of the late client)
Find out more on our Bereavement and Power of Attorney webpage.
Power of Attorney
Find out more on our Bereavement and Power of Attorney webpage.
Making changes to your account
Making changes to your account
You can notify us of a change of address:
- By changing your details directly using our online portal, ‘My Account’
- By uploading a signed instruction which includes your unitholder number, name, old address and new address via our online portal, ‘My Account’
- In writing by sending us a signed instruction which includes your unitholder number, name, old address and new address
- Over the telephone by calling 0800 561 4000
- By faxing your instructions to 0800 561 4001
Cancel or suspend – you can instruct us via our online portal, My Account, or by phone, post, fax or by sending instructions via our document upload facility on ‘My Account’. As Direct Debits are collected on the first working day of the month, we need to receive instructions at least 10 working days before the collection date. To stop money from being collected, you can also cancel the instruction directly with your bank.
Change the amount or switch funds – you can instruct us via our online portal, My Acccount. Alternatively, you can instruct us by phone or by completing the Monthly Savings Amendment Form and posting/faxing it to us or uploading it via our document upload facility on our online portal, ‘My Account’’.
If you are investing into a fund you haven’t previously invested into, or are increasing the amount in an existing fund, you will need to confirm you have read the relevant Key Investor Information Document(s) (KIIDs) for the fund(s) and share class you are investing into, the Supplementary Information Document (SID) and the Terms & Conditions before changes can be applied. As Direct Debits are collected on the first working day of the month, we need to receive instructions at least 10 working days before the collection date.
Change bank accounts – you can change your bank details on our online portal, ‘My Account’’. Alternatively, you can instruct us by phone or by sending us a completed Direct Debit mandate along with a covering letter which includes your name, address, unitholder number and instructions on the change you are making. This can either be posted to us or sent via our document upload facility on our online portal, ‘My Account’’. As Direct Debits are collected on the first working day of the month, instructions need to be received by the 15th of the month.
If you hold accumulation units, you will first need to switch into income units. Please refer to the question ‘How do I switch between income and accumulation units/shares or vice versa?’
You can add bank details:
- Using our online portal, ‘My Account’
- By completing an income payments direct credit application or sending us a signed instruction asking us to pay income into a bank account. The instruction must include the following – name, address, unitholder number, bank account name, bank account number, sort code. It can be posted to us, faxed to us on 0800 561 4001 or digitally uploaded via our online portal ‘My Account’.
- Over the telephone by calling 0800 561 4000
We are only able to set up a new income mandate where we are able to verify your bank account. If we are unable to verify your bank account electronically, we will contact you for evidence of it in the form of an original/certified* bank statement (no older than 3 months), a voided cheque, a voided paying-in slip or an original letter from the bank quoting your name, sort code and account number.
* Documents can be certified by someone in one of the following professions – financial adviser, solicitor, accountant, stockbroker, bank or building society official. The certifier will need to state ‘original seen’ and then sign, date and print their name, job title, full address and telephone number. The certification must be dated within the last 6 months and the certifier must not be a family member. Please contact us if you are having difficulty finding a certifier in one of these professions.
- By digitally loading instructions via our online service My Account
- In writing
- Over the telephone by calling 0800 561 4000
- By faxing 0800 561 4001
If you remove your financial adviser from your unit trust/ISA account and you are not already in J class units, we will write out to you to confirm that we will automatically convert your holding into the J class, which is the class for clients who invest directly and which has lower charges. Please note that although the number of units you hold will decrease, that decrease will not affect the value of your holding as the J class units have a higher price . Please refer to the Key Investor Information Document (KIID) of the relevant fund(s) for details of the charges.
Switching between Products and Funds
Find out more on our "How to switch, transfer, convert" webpage.
Find out more on our "How to switch, transfer, convert" webpage.
Find out more on our "How to switch, transfer, convert" webpage.
Find out more on our "How to switch, transfer, convert" webpage.
Find out more on our "How to switch, transfer, convert" webpage.
Find out more on our "How to switch, transfer, convert" webpage.
Transferring Investments
Find out more on our "How to switch, transfer, convert" webpage.
Find out more on our "How to switch, transfer, convert" webpage.
Find out more on our "How to switch, transfer, convert" webpage.
General Questions
We prepare statements as at 5 April and 5 October each year, and aim to send them out within 25 business days of these dates.
If you hold an ISA and are having income paid out rather than accumulated, we will send you a distribution advice on the fund’s pay date.
If you hold a unit trust/OEIC and a distribution is payable on the fund, we will send you a tax voucher on the fund’s pay date.
If there is a nil distribution, we will send you a letter confirming that.
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.