When circumstances and life events make financial decision-making and managing your finances more difficult, we can offer you help and support
How we can help
There are many ways we can offer you support.
For example, we can:
Save contact preferences (email, phone, post).
Provide additional telephone support for portfolio actions or when you are using Transact Online.
Schedule callbacks and appointments.
Organise large print options for key documents and contracts.
Link a power of attorney to your portfolio.
There are many circumstances that may lead you to requiring additional support. You can view more information on the support available by clicking on the categories below.
How we can support you
We understand that the passing of a loved one is a challenging and emotional time.
We will help you navigate the process of managing a Transact portfolio following the death of a loved one so that it is as smooth as possible.
If you would prefer to speak with someone directly about our bereavement process, please don't hesitate to call us on 020 7608 4900 – we're here to help.
We're open from 8am to 6pm Monday to Friday (excluding bank holidays).
For more information on support following a bereavement, please see our bereavement webpage.
Dementia is the term used to refer to the set of symptoms, or syndrome, caused by different diseases causing cognitive decline. Dementia will affect one in every two people in the UK, either through illness or caring for a loved one with dementia.
The most common type of dementia is Alzheimer's disease.
How we can support you
If you or someone you know has been diagnosed with dementia, there are ways we can help. For example:
Link an attorney with a power of attorney to your account, who we will then be able to speak to and take instructions from.
Make note of your communication preferences, for example letters and emails instead of or as well as phone calls.
Accept a Letter of Authority or Release of Information to enable a trusted third party to contact us on your behalf.
Dementia support services
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Economic and financial abuse are types of domestic abuse.
This can look like someone having power over you and your money, controlling your spending and having access to accounts and assets.
You can find a very good resource here:
Financial abuse: spotting the signs and leaving safely
How we can support you
If you or somebody you know that holds a Transact portfolio is experiencing economic or financial abuse, please let us know when you are alone or not with the abuser.
We will then be able to discuss what extra measures we can take on your portfolio to ensure it remains secure.
More information on domestic abuse can also be found by calling Refuge.
24-hour National Domestic Abuse Helpline: 0808 2000 247
Experiencing homelessness or unstable housing is very destabilising and can have a profound effect on your mental and physical health. It can also be very difficult to access your money if you do not have a permanent address.
How we can support you
We can help you practically manage your finances by:
Communicating via a specified channel, for example by phone or emails (and not by post).
Being understanding – listening to the challenges you are facing so we are able to determine how we can support you.
Providing flexibility.
Working with other financial institutions to support your needs.
Housing support services
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Experiencing mental ill-health can make every aspect of life more difficult, and that includes financial decision-making. We are here to help make the process of using our services as easy as possible.
Mental ill-health can look like:
Struggling with feelings of anxiety
Feeling down, sad and overwhelmed
Suffering from addiction, such as gambling, alcohol and drug addictions
Post-traumatic stress disorder
Psychosis
Obsessive-compulsive disorder
Severe mental illness, such as schizophrenia
Mental ill-health can also be associated with age.
How we can support you
We can support you through mental ill-health by:
Providing flexible support
Communicating via a specified channel that is easiest for you where possible (phone, emails or by post)
Working with your adviser and other financial institutions to support your needs
Linking an attorney with a power of attorney to your account
Mental illness information resources
Approaching retirement age and accessing your pension can be a difficult time for many people.
If you have an adviser, you should, in the first instance, speak to your adviser about any retirement and pension concerns.
We can also provide you with detailed guides and information about accessing any pensions you may hold with Transact.
Pension support service – MoneyHelper
A resource which you may find helpful. MoneyHelper is impartial and free to use and can offer you help from pension specialists.
You can call MoneyHelper on 0800 011 3797 or use its webchat.
Pensions and retirement | Help with pensions and retirement | MoneyHelper
If you are experiencing changes to how you access information, whether that be through changes to your sight or hearing or for other reasons, we will work with you and your financial adviser to come up with a plan to help you.
How we can support you:
All your documents, for example annual statements and contract notes, are stored and accessible via your secure online account on Transact Online. Accessing these via your computer will enable you to use screen reading software, some of which is free.
We also make all your documents available to your financial adviser so they can support you with reading and understanding these.
If you have a power of attorney, you can register this with us so they are able to speak to us on your behalf, and we can provide copies of correspondence to them.
You can get in touch with us and let us know if you need documents in other formats, for example large print or braille.
Resources and support services
Royal National Institute of Blind People (RNIB)
Helpline: 0303 123 9999
RNIB Connect Radio 24 hours a day, 7 days a week
RNIB | Homepage of the Royal National Institute of Blind People
Royal National Institute for Deaf People (RNID)
Phone: 0808 808 0123
Email: contact@rnid.org.uk
RNID - National hearing loss charity
Experiencing changes to your physical health can affect many aspects of your life and make managing your finances more challenging.
How we can support you:
Providing flexible support
Communicating via a specified channel that is easiest for you where possible (phone, emails or by post)
Working with your adviser and other financial institutions to support your needs
Linking an attorney with a power of attorney to your account
Specialist support is available from:
Macmillan Cancer Support
Helpline: 0808 808 0000
Email and chat online
Macmillan Cancer Support | The UK's leading cancer care charity
Marie Curie (end of life charity)
Support line: 0800 090 2309
Marie Curie | The UK’s leading end of life charity | Marie Curie
Motor Neurone Disease Association
Helpline: 0808 802 6262
Email: mndconnect@mndassociation.org
MND Association | Fighting motor neurone disease
The appointment of an attorney and a power of attorney
A power of attorney can help you manage your Transact portfolio.
We are able to link your power of attorney to your account or speak with your power of attorney directly.
To add a power of attorney or if you have a new carer, please talk to your financial adviser in the first instance, or you can contact us using the details in the section below. If you are a power of attorney or a carer for a Transact client, you can also contact us using these details.
More information on power of attorney can be found at.
Let us know your needs
If you would like to let us know of any vulnerabilities, please contact us directly, or if you are more comfortable, you can speak with your adviser, or your usual regional client service team, in the first instance, whose details can be found on any correspondence we send you. Alternatively, you can call our Reception on 0207 608 4900.
Our lines are open Monday to Friday (excluding bank holidays) 8am to 6pm.
If you'd prefer to email us, you can reach our client services team at CSU@integrafin.co.uk.
You can also write to us at:
Transact
4th Floor, 2 Gresham Street
London
EC2V 7AD
All information is confidential and will only be seen by approved staff members. You own your personal information, so it can be amended or removed at your request at any time.