Here to help and support you

At AJ Bell, we want investing with us to feel good.

But we know that sometimes, personal circumstances can leave you uncertain or overwhelmed. So, if you need any extra help along the way, just let us know.

Our team of specially trained experts can answer your questions and offer support. Once we know, we can make adjustments to help you manage your account. We’ll also tell you about organisations and charities that might be able to assist.

To let us know you’d like extra support, just click on the link below.

Log in to access our support hub

How we’re user friendly

We want all our customers to have full and equal access to our services. That’s why you can access them in various formats – and we're always working hard to make our services accessible.

Visually impaired

You can request any of our documents in large print or braille. Screen readers can also read many of our web pages.

Hearing or speech impaired

Our friendly experts are available online via our webchat, email, or secure message. Plus, most of our videos have customisable subtitles.

Neurodiversity

We understand that clear, simple information can make a big difference. You can request documents in easy-read formats, or ask us to explain things step-by-step at your pace.

Help if you’re struggling financially

Managing your finances can be challenging, and we all face difficult financial decisions sometimes.

That’s why, if you need help, our team of experts are here to listen. They’ll offer practical support and point you toward supportive charities and organisations such as:

Please remember that some accounts we offer, such as Self-invested personal pensions or fixed-term savings accounts, lock your money away for a specific amount of time. This means you won’t be able to access it if you need it in the shorter term.

If you do need to access your money, please call us and we’ll do what we can to support you.

Scams and how to avoid them

If you think you might have been scammed, you should report it as a first step. Find out more about potential investment scams and how you can protect yourself.

Help with gambling

If you’re worried that you or someone close to you has a gambling issue, don’t struggle alone. Help is available.

Dealing in funds and shares can be a rewarding experience when your investments increase in value. It can feel like a big win. But investing isn’t gambling. Dealing frequently over short time periods is high risk and can lead to losses.

Losses can leave you feeling very low and with an overwhelming urge to deal again to make up for those losses. If this pattern of behaviour is happening regularly and you feel out of control, you might be struggling with gambling.

Signs to seek support

  • You’re increasing the amount of money you’re dealing with to make up for losses
  • You’re placing deals for more money than you can afford to lose
  • Your dealing is leaving you struggling to pay the bills
  • You’re taking out loans to fund your dealing
  • You’re hiding spending or dealing activity from friends and family
  • You’re experiencing poor physical or mental health because of your dealing, such as difficulty sleeping, mood swings or anxiety

Organisations that can help

GamCare

Provide information, advice and support for anyone harmed by gambling. They operate the National Gambling Helpline and provide structured support for recovery. You can call them for free on 0808 802 0133.

StepChange

Can help if you’re struggling with debt as a result of a gambling addiction, and can offer you advice and support. Speak to one of their debt advisors for free on 0800 138 1111.

Samaritans

Are there to support you if you’re gambling addiction is impacting your mental health. They run a 24/7 support line and you can call them for free on 116 123.

Help managing your account

Struggling to manage your account? Let us know, and we can talk you through your options and tailor our service to best support your needs.

Family linking

If you’d like a family member to help you, family linking gives your family member ‘view only’ access to your account so that they can give you a hand managing it. To set this up, fill in our family linking application form.

Legal representative access

Have an attorney or deputy? They can manage your AJ Bell account(s) for you. To do this, they’ll need to open an AJ Bell account of their own (if they don’t already have one) and complete our legal representative form.


 

Maturing junior accounts

Do you hold a junior account with us? Are you approaching your 18th birthday and aren’t sure what happens next?

Don’t worry. We’ll contact you before your birthday arrives to let you know your options and how to switch to an adult account. If you have any questions, our friendly team are just a message, email or phone call away.

Life events

It’s not easy when we experience an unexpected change in our lives. A bereavement, divorce, losing a job, or having a baby are just some of the life events that can leave us feeling in need of extra support.

If something’s changed and you feel that you need extra support, please contact us. Our customer support team will do our best to help you find a way forward.

Have you received an inheritance? Not sure what to do with it? First, it’s important to put a plan in place. An inheritance can make a real difference and provide financial stability if managed well. 

If you don’t know what to do next, we suggest seeking professional advice from a financial adviser. You can also visit MoneyHelper for free impartial guidance.

It can also be sensible to plan your own estate so you don’t pay more inheritance tax than is necessary. You can learn more about estate planning in our article on ways to avoid inheritance tax.

Problems with your physical and mental health can significantly affect your ability to manage your money effectively. That's why it's so important to get the support you need. It’ll help keep your finances under control and stop you from becoming overwhelmed. 

If you’re worried that your mental or physical health is stopping you from managing your account, please let us know. We’ll do all we can to help.

And remember, there’s lots of support available elsewhere too:

  • Alzheimer's Society – help and support for people caring for or living with dementia
  • Mind – information and advice for people with mental health problems
  • Samaritans – emotional support for anyone who’s struggling to cope
  • Age UK – support, companionship, and advice for older people

If you’ve recently lost a loved one, we'll do everything we can to give you the support and assistance you need.

If you need to tell us that an AJ Bell customer has died, we'll help you through the process and let you know what we need from you. Learn more about what you need to do if someone has died.

During this difficult time, there are charities available who can offer you emotional support:

Need additional help?

If you need support for any other reason, please get in touch and let us know. We'll do all we can to give you the support you need.