A new client portal - Improving your online experience

Following the introduction of our client feedback survey tool Elevation last year, one of the key areas in how we deliver service that received very mixed reviews was our existing client portal.

We have listened to this feedback, and as part of our wider investment in the digital services we offer our clients, we will be updating our client portal to make it simpler, clearer, and easier to use.

Over the coming months, we will be closing our existing client portal and replacing it with our new version. The new portal is being designed around how you actually use it, with fewer steps, clearer layouts, and tools that save time. Our aim is to make everyday tasks quicker and more straightforward, while most importantly keeping your information secure.

This change reflects how our clients increasingly prefer to interact with us. Many people expect to be able to review documents online, sign them digitally, update their details, and contact their consultant securely without relying on paper or email. We want our systems to support this, rather than get in the way.

Why we are making this change

Our current portal has served us well, but it was built for a different time. Client expectations, security standards, and regulatory guidance have all moved on reflected in the feedback we have received. Rather than making small improvements to an ageing system, we have chosen to invest properly in a replacement that can support you for years to come.

We are investing both money and expertise into this project. The new portal is being designed, built, and tested with care, using modern technology and strong security controls. It is not a cosmetic update. It is a full rebuild focused on usability, reliability, and safety.

This work also aligns with the Financial Conduct Authority’s position that electronic communication should be the default durable medium where appropriate.

Digital delivery, when done well, can provide clarity whilst improving accessibility, and record keeping for clients. Our new portal supports that approach while still giving you the option to ask for help whenever you need it.

What the new portal will allow you to do

The new portal will give you more control and visibility, without adding complexity.

You will be able to review and accept documents online. Where appropriate, you will be able to sign documents digitally, removing the need to print, scan, or post paperwork. This should make the information sharing between you and your consultant more efficient while keeping a clear audit trail.

You will be able to update your personal information easily. This includes contact details such as your address, phone number, and email. Keeping this information up to date helps us communicate with you effectively and meets our regulatory obligations.

You will be able to contact your consultant securely through the portal. This provides a safe way to send messages and documents, reducing the risk associated with standard email and helping keep your information confidential.

All of this will be available in one place, using a cleaner layout that works well on different devices. The portal is being designed to be clear and intuitive, even if you are not particularly comfortable with technology.

What is happening now

Work is already under way. The new portal is currently being built and tested. This includes technical testing, security checks, and usability reviews. We are taking the time to get this right, rather than rushing its delivery.

During this period, our existing portal will continue to operate as normal. There is nothing you need to do right now. When we are ready to switch over, we will give you clear notice and guidance.

We will also explain how to access the new portal and app, and what support is available if you need help getting started.

What this means for you

Our goal is to make it easier to work with us. Fewer delays, less paperwork, and a clearer view of your information. The new portal is one part of that, alongside our ongoing commitment to personal, professional advice.

We understand that change can raise questions. We will share more detailed information as the launch approaches, including simple step by step guidance. If you need extra support, we are here to help.

Thank you for bearing with us while this work is completed. We believe this investment will improve your experience and help us support you more effectively in the long term.