Personal support

What personal support means here

Every account is assigned one adviser who stays with it. That continuity is the whole product: your adviser knows which markets you follow, what your risk tolerance sounded like on the first call, and which features you use. You are not re-explained at every contact, and your questions are answered by someone with the context to answer them properly.

Support covers the full life of the account, from the first registration form to the final withdrawal. Nothing in that range is treated as too small; the question you are hesitant to ask is usually the one that saves money.

Your named adviser

Your adviser introduces themselves on the registration call, and their name and direct email sit on your dashboard from that day. They are your route for anything account-level: plan changes, watchlist reviews, alert tuning, document questions, payment queries. If they are away, a named colleague covers, and the handover note means you do not restart the conversation.

Advisers here are salaried staff, not commission agents. They are not paid per deposit you make, which shapes every conversation you will have: an adviser with no stake in your trading volume can afford to say "keep it small this month" and mean it.

The setup call

The first call, within 24 hours of registration, is a working session rather than a pitch. It covers who you are as an investor, honestly including how new you are; the plan that fits, from the £250 Basic minimum; the documents verification needs; and the exchange connection with read-only permissions, explained line by line. By the end of it your watchlist and first alert levels exist, and you know how to read the dashboard.

Nothing is charged for the call, and no deposit is requested during it. If the honest conclusion is that the service is not right for you, the adviser will say so; a customer who should not be here is a complaint waiting to happen, and we prefer the smaller loss.

Monthly reviews

Each plan includes scheduled adviser calls, monthly on Basic, twice monthly on Advanced, weekly on Premium. The review walks your decision log against your own stated rules: what you did, what the engine had said, and where the two diverged. Users tell us this is the single most valuable half hour of the month, because it converts experience into skill instead of anecdote.

Reviews can also be booked off-schedule when something specific happens, a drawdown that needs talking through, a market event you want explained, a plan upgrade as your capital grows. Your adviser's calendar link is on the dashboard, with slots inside UK working hours and some early evenings.

Help with deposits and payments

First deposit, changed card, a bank that asks questions about the payee, a PayPal limitation: payment friction is where most new users need a human, and the adviser handles it in real time. They can confirm the exact reference format for Faster Payments, explain what a card issuer's hold means, and see whether a deposit has reached the platform while you are still on the phone.

All payment details you are ever given come from inside the platform or your adviser directly, never from a cold message. Any payment instruction that arrives by unexpected call or email is a fraud pattern; check the fraud warning page and verify through your adviser's known address before sending anything.

Help with withdrawals

When you withdraw, the adviser is the person who can tell you precisely where your request sits: received, under review, released, and which of those the 24-hour window applies to. If a request triggers an additional check, they explain which one and why, in the terms set out on the withdrawal policy page. The £20 minimum and £150,000 daily maximum are confirmed to you before any request is submitted.

Advisers never ask for codes or passwords to "process" a withdrawal, and no legitimate process needs them. If anyone does, it is not support; hang up and write to the published address.

Security assistance

Enabling two-factor authentication, reviewing the audit log after an unfamiliar login alert, closing sessions on a device you no longer own, and recovering an account after a lost phone are all adviser-guided on a call. The security page describes each measure; the adviser walks you through the clicks, which for most people is the difference between knowing about a protection and actually having it on.

Availability and response times

Support hours are Monday to Friday, 9:00 to 17:30 UK time, by email to [email protected] and on booked calls, with the usual waiting time under five minutes during opening hours. Out of hours, email is queued in order and answered from 9:00 the next working day. Anything involving a suspected fraud or a stuck payment is prioritised at the front of the queue, every time.

What advisers do not do

Advisers do not trade for you, do not hold your credentials, do not promise returns and do not pressure deposits; each of those would breach the terms the service operates under. They explain, they review and they escalate; the decisions and their outcomes belong to you, as the risk disclosure states. This boundary is what makes the rest of the support honest.

Plans and getting started

Support levels follow the plan: Basic at £19 per month from a £250 deposit includes a monthly call and email support; Advanced at £45 from £1,500 adds twice-monthly calls; Premium at £95 from £5,000 adds weekly calls and a direct adviser line, with full detail on the fees page. To begin, complete the form on this page; your adviser calls within 24 hours, and the getting started guide shows the road from there.

What good support sounds like

A fair test of any support service is what it says when the news is unwelcome. Here, a drawdown question is answered with your decision log open and the reasons named, not with reassurance alone; a delayed withdrawal is answered with the stage it has reached and the rule that applies; and a request to overexpose the account is declined with an explanation, because advisers are paid to be right for you rather than easy on you. Several of the habits described on the articles page came directly from adviser conversations with users.