How to request an update about your transfer

Q: How long will my transfer take?

ISA transfers typically take up to 4 weeks for cash transfers, and up to 6 weeks where investments are transferred across. Pension transfers to the ii SIPP usually take 2 to 6 weeks to complete. Transferring in existing investments can take longer - typically 8 to 12 weeks. Please note the timescales are a guide. Your transfer time can depend on your portfolio and how quickly your current provider works with us. During busier periods, your transfer may take longer than our published timeframes.

Q: Why is the transfer taking so long?

When you transfer in, we are less than one half of the process. Your former provider will have their own timescales to transfer out and will be in control of a large portion of the process. We will continue to chase your old provider on a regular basis to ensure your transfer is prioritised and completed in a timely manner. We will also provide you with transfer updates at key milestones. At interactive investor, we pride ourselves on removing barriers to switching and actively encourage other providers to follow suit.

Q: Why has my transfer been placed on hold?

Your transfer will be placed on hold if we require you to complete an action. For example, sending in a transfer form or deciding how to proceed with your unsupported investments. We will keep your transfer on hold for approximately three weeks. If we do not receive a response within this timeframe, your transfer may be cancelled. If your transfer has been cancelled and you wish to restart the process, please log a new transfer request online.

You will receive updates at key milestones throughout your transfer through email.

We will contact you by email or secure message if further action is required from you. To view your secure messages, select Account > Secure Messages from your account menu.

You can also request an update about your transfer’s progress at any time.

For ISA and trading account transfers, you can request an automated email update. Select Cash & Transfers > Transfer in on your account menu. Then click Transfer Update.

If you want to request an update about a SIPP transfer, please send us a secure message.

Send us a secure message about your transfer

If you have a query which is not answered in your progress email, the easiest way to contact us is through secure message.

To send us a secure message about your transfer:

Log into your account and select Account > Secure Messages from the menu.
Click the Compose button and then My question doesn’t appear in this list.
For SIPP transfers, please select transfers – SIPP as the message topic.
Compose your message and message title and then click Send.

Please note that it could take up to five days for us to respond. If you have an urgent enquiry, please call us.

Please note

Your investments may be transferred from your current provider at different times. It takes longer to transfer some types of investments than others. For example, it usually takes more time to transfer international shares than UK shares.
Your investments may stop showing in your account with your current provider before they appear in your ii account. Your investments will only show in your account once we have had confirmation that the investments have landed in our custody. Your current provider may remove the investment from your account before receiving this confirmation. If you have any concerns, please request a transfer update or send us a secure message.

FAQs

How long will my transfer take?

Why is the transfer taking so long?

Why has my transfer been placed on hold?