Frequently asked questions

For all Terms of Business enquiries, please contact [email protected]

If you have a query that has not been answered in the FAQs, please email [email protected] with your query.

Please kindly include all the information regarding your query including your client ID number.

Yes, we accept digital signatures on all of our documents excluding withdrawals. The “electronic signature guidance document” available to download from the “document directory” confirms our signature requirements across all documentation.

In the instance of your client’s death, please send us a copy of the certified death certificate, certified copy of the will, and the grant of probate (where applicable).

You are able to submit these via our [email protected] email, or via the secure mail on the portal.

Please note that we will require these documents to be translated to English and certified in English.

If you are experiencing an issue with your login or platform access, please email us at [email protected] with details of the problem including the email address you are using to log in.

Please note that most errors can be resolved by clearing cookies and cache on your browser and device.

Full details are set out in the Charges Schedule, which you’ll find under the Documents tab within our secure website.

This covers platform, transaction, and servicing fees.

To review historic charges, you can generate a Client Statement via our platform selecting Reports → Reports About Clients.

You can check account balances directly on the platform and confirmation of payments will be uploaded on the viewable on the document tab.

Please ensure all required AML documentation has been submitted and approved before making deposits.

If you wish to raise a complaint, you are welcome to call or email us with details regarding your complaint, or contact our complaints team directly at [email protected]

If you’ve escalated your complaint through to the Financial Ombudsman, you should direct your communications through them and they will pass on any information.

If you are considering raising a complaint with FOS, but have yet to raise the complaint with us, please do so and we will try and answer your complaint for you.

You are able to contact us regarding a complaint at [email protected]

Before we are able to apply any money to a new client’s account, we are required to perform our due diligence checks. To enable us to do these checks, please review our ‘AML Guidance Documents’ on the platform under the ‘Support’ tab.

Once you have certified the client’s Proof of Address and Proof of Identity document, you are able to submit these to us securely by using the ‘Secure Mail’ tab on the portal.

If you wish to submit further AML documentation, you are able to do so by using the ‘Secure Mail’ tab on the platform.

Please ensure that all AML documentation is certified and in line with our AML Guidance document.

If you have a query related to our AML process that has not been answered by our AML Guidance document, please contact us at [email protected]

After you have input a client’s application onto the portal, you are able to review your Application Summary to ensure the information provided is correct and accurate. If you notice any mistakes in this application, please email us at [email protected] to correct this before AML has been approved.

Please ensure that any supporting documents are provided. For example, if you wish to change the address, we will require an updated proof of address.

If AML has already been approved and you wish to make changes to the client’s details, we will require a Change of Client Details form that has been wet signed or digitally signed by the client.

This can be actioned by logging in, selecting the client you wish to place trades for, then selecting the account you wish to trade on. Then, you can select the ‘Buy’ option at the top of the page. This will allow you to choose the assets or model you wish to invest in.

If the asset or model you wish to invest in is not listed, please email us at [email protected] with the client ID number and full ISIN so that we can look into this for you.

You are able to see a variety of fund information on the platform.

By navigating to the ‘Research’ tab and then to the ‘Research Hub’, you will then have the option to view our available assets. Below the ‘Info’ heading, you can navigate towards the fund’s ‘HTML Factsheet’, which will provide detailed information, including performance, risk, dividends, and the Key Investor Information Document.
If you have a query regarding a specific trade, please email [email protected] with the account and fund information.

If you are enquiring regarding a trade that was placed on a particular account, please provide the client ID number, account ID number, and the date of the trade in question.

Please note that in line with our Terms and Conditions, we may action a quarterly sell down of client assets to raise sufficient cash for regular withdrawals and to maintain the 2% minimum cash balance for an account.

If you are enquiring about the availability of a particular fund, please provide the full ISIN for the fund and the client ID number that is looking to invest.

Common reasons include:

• The advice jurisdiction of the client is not aligned with the jurisdiction(s) in which the asset is available. This can be checked via the Investment List available on the Platform.
• The asset has been ringfenced and requires authorisation from the fund manager to allow Novia Global to provide access, if you think this may be the case please email [email protected].
• The asset may be traded in a different currency to the client’s account. Novia Global is a currency linear platform, so the client’s investment account must match the settlement currency of the asset.  This can be checked via the investment list.

Once logged into the platform select ‘Research’ and then ‘Investments List’. This will provide you with a list of funds that are available under your jurisdiction. If there are funds not available, please do complete the Asset Change Request form available in the documents store and send to our [email protected] who will investigate adding the fund.

Jurisdictional availability is determined by the fund manager. Novia Global will endeavour to make assets available to all jurisdictions possible as per the guidance from fund managers. Please email [email protected] for any queries about jurisdictions.

Please note Novia Global sets jurisdiction at Adviser level, rather than the specific client’s residency.

Please see our turnaround times below:

• ETF’s: 1-2 weeks
• UCIT’s or equivalent funds where we have an agreement & trading account in place: 2-4 weeks
• UCIT’s or equivalent funds where we require a new fund agreement & trading account: 4-8 weeks dependent on the fund manager.

The trading account is essential for our custodian (Pershing) to order and settle the asset of choice with the relevant transfer agent. To ensure a smooth trading experience we ensure that this trading account is set up correctly before we onboard an asset. Please note this does not apply to exchange traded funds or equities.

Our custodian has a 6-week SLA on account openings due to the reliance on third parties.

A legal agreement is required between Novia Global and the fund manager to be able to distribute their asset via the platform. This legal agreement is to outline the terms and conditions of how the funds will be administered, and the specific responsibilities and obligations of both parties. This ultimately helps to protect Novia Global and end investors.

Novia Global must ensure that the asset is operationally viable prior to onboarding. This includes check on trading frequency, settlement cycle and currency, share class permissibility, minimum order waivers and jurisdictional availability.

This depends on which DFM you are using. We see model rebalances on a monthly, quarterly and bi-annual basis, and some DFMs choose to rebalance ad-hoc based on market conditions. It is at the DFM’s discretion and is triggered by them.

A DFM is automatically applied when you buy into a model. Therefore, to appoint a DFM, simply buy into a model on the platform. Navigate towards the appropriate client, then to the account you wish to link to the model and select the ‘Buy’ option.

Please note that a client account can only be linked to one model at a time, and any rebalances are at the discretion of the fund manager.

Send [email protected] an email stating which DFM you would like to have access to. Novia Global will contact the DFM to request access, and then once linked, we’ll send an email of confirmation. Please note an agreement between the adviser and DFM is normally required, as the ongoing fee will need to be agreed between the two parties.

Novia Global sets up the DFM ongoing fee at the point of linking the adviser firm and DFM. The DFM fee is decided by the DFM, in agreement with the adviser.

To start the process of transferring a pension onto the platform, a new business application will need to be submitted for the transfer(s) via the Novia Global platform.

The required Transfer Authority, one per transfer, will generate as part of this application and should be completed and submitted to us along with any supporting documentation required for the transfer.

You can view transfer progress at any time in the Latest Status Updates tab on the platform. This is updated regularly, so we recommend checking it for the most current information.

An expression of wish form is used to nominate (or to amend a previous nomination of) the individuals and/or entities to whom you would like the Scheme Administrator (in this case, Novia Global) to consider paying any death benefits that may arise from your UK SIPP.

The SIPP Regular Income Drawdown form can be found in the “Document Directory”, or under the ‘Documents’ tab on the platform, and then under ‘UK SIPP.’

Please note that regular SIPP income payments are made during payroll period which runs from the 6th calendar day of the month and ends of the 9th working day of the month.

We must receive a complete and acceptable instruction by the last working day of the month if the instruction is to commence during the following payroll.

Making a small taxable withdrawal (minimum £25) will prompt HMRC to review the tax code linked to your account. If HMRC applies a different tax code, they’ll notify us electronically and we’ll update this automatically.

We’re not authorised to liaise with HMRC on your behalf. If you have any questions about your tax code, please contact HMRC them directly.

For information regarding a SIPP payment or client tax code, please email us at [email protected]

The SIPP Transfer Out Warranty form can be found in the “Document Directory”, or under the ‘Documents’ tab on the platform, and then under ‘UK SIPP.’

This form can be signed using wet signatures or Docusign. If using Docusign, please ensure the certificate provided matches the email on file for the client.

Novia Global uses Origo if the new pension provider also uses this service the transfer can be facilitated via Origo.

A joint owner cannot be removed from an account. A new account must be created for the Investor who is remaining with us. Assets and cash are then transferred to the new account and the joint account is closed.

To action this, generally we require a signed, written instruction from both investors, however this may vary depending on the circumstances.

For specific guidance, please reach out to [email protected]

To instruct a bulk GIA withdrawal for multiple clients, we will require:

1. A written instruction that includes the relevant bank details the payments are to be made to, that has been wet signed by an authorised signatory.
2. An excel spreadsheet including each of the client’s: full name, client ID number, product ID number, and withdrawal amount. The list will need to be in the same currency. If multiple currencies are to be instructed, we will need a separate list for each currency.

If you have a query regarding an ISA or GIA re-registration, or would like to begin the re registration process, please email [email protected] with the relevant client ID numbers and as much detail as possible about the transfer.

If you are enquiring about a specific asset, please provide the ISIN so that we can look into this for you.

Please note we are unable to provide timelines for re registration as we are reliant on third parties.

A re-registration authority needs to be completed.

To obtain the re registration authority, please email [email protected] with the relevant client ID numbers and as much detail as possible about the transfer.

This document can be wet signed or digitally signed.

For a GIA or ISA, if you wish to transfer away from us via re registration, we will require a letter of instruction that has been wet signed or digitally signed by the client.

This letter must include the relevant client ID number, confirmation as to whether it is all cash and assets or particular assets and amounts, and bank details for the counter party.

In the instance of a partial re registration, we will require confirmation of the assets that are to be transferred, and the exact amounts of cash.

For a SIPP in-specie transfer out, a completed Transfer Out Warranty is required.

You can check account balances directly on the platform and confirmation of payments will be uploaded on the viewable on the document tab.

Please ensure all required AML documentation has been submitted and approved before making deposits.

While we only offer one ISA product, Investors can open as many ISA accounts as desired if these are to be invested in separate models or held in different designations.

Investors will not be charged to transfer their ISAs to us in cash, however if you choose to transfer your Stocks and Shares ISA to us in-specie (transferred in the units of stock they already hold) there is a $50 charge per line. This will be converted into GBP per the daily exchange rate.

Only UK Residents are eligible to subscribe new money into an ISA each tax year. We therefore are not offering a subscription service, and you may only transfer an existing ISA into your Novia Global portfolio.

We do not offer Flexi-ISAs, meaning any funds withdrawn from your ISA will lose its ISA wrap status, and cannot be reinvested into the same ISA again.

Withdrawal instructions can be sent directly to us, or you can inform your financial adviser who will arrange the withdrawal with us.

We will require full international bank details including IBAN and BIC/SWIFT.

To transfer your ISA away from us you will need to contact your new provider and complete a re-registration/transfer authority with them.

Once received we will liaise directly with your new provider to transfer your assets over.