We understand that life is not always predictable. If something changes in your personal circumstances, it may affect how easy it is to manage your investments or contact us. This could be a temporary or a longer-term change. When this happens, we want you to feel comfortable letting us know. We can then offer the right support at the right time.
Changes Can Happen to Anyone
Your needs and preferences may change for many reasons. These could include:
- Health or medical issues
- Changes in mental wellbeing or energy levels
- Financial pressure or job loss
- Bereavement or family responsibilities
- Difficulty accessing digital services
- Needing more help from someone else
These situations are more common than many people think. You do not need to face them alone.
Why It’s Helpful to Tell Us
If you let us know about a change in your circumstances, we may be able to:
- Communicate with you in a way that suits you better, such as using simpler language or allowing more time
- Help you navigate key parts of your account, documents or decisions
- Make sure you are not overwhelmed with information or tasks
- Take extra care if you are unsure about something or need more time to decide
Sometimes, we may ask if you would like us to add a confidential note to your account. This helps our team offer the right support when you contact us. We will only do this with your permission.
How to Reach Us
You can contact our Client Support team at any time online or by emailing support@investengine.com. You do not need to give lots of detail. Just let us know you would like extra help, and we will guide you from there.
We will treat anything you tell us with respect. We will only use the information to support you better.
Support for Life’s Ups and Downs
Some challenges are temporary. Others may last longer. Whatever your situation, we are here to help you. We are not just an investment platform. We are a service designed to support people at every stage of life.
You can also find more information on our website: Additional Support for Clients