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  Here are some of the most common questions that we get asked about our products. If, however, you do not find your question or still need further clarification, please contact us on:
01727 797800 for Synergy Protect and Home Protection or 01727 734333 for any other product.
Alternatively you can email us at support@sfpl.co.uk
Frequently Asked Questions

 
 
What are you opening hours?
 
I’ve recently changed my address, how should I inform you?
 

I’ve recently changed my name, how should I inform you?
 
How do I obtain a valuation [not applicable to Synergy Protect or Home Protection]?
 
How do I make a claim for: Life cover - Critical Illness - Income protection - Unemployment protection?
 
Can I alter the amount of protection within my Plan?
 
Can I add critical illness cover?
 
Can I cancel my policy if I no longer need it?
 
Can I temporarily suspend payments? - Not applicable to Synergy Protect or Home Protection
 
Can I make a partial withdrawal [not applicable to Synergy Protect or Home Protection]?
 
Can I top-up or increase my investment [not applicable to Synergy Protect or Home Protection]?
 
What are the ISA allowance limits?
 
How many ISAs can I have?
 
Can I have a projected valuation, as at my maturity date [not applicable to Synergy Protect or Home Protection]?
 
Can I switch my investments [not applicable to Synergy Protect or Home Protection]?
 
I have a complaint, who should I contact?
   

 

 
 
       
     
 
Q
What are you opening hours? - [Back to top]  
 
A
You can contact us by calling 01727 797800 for Synergy Protect and Home Protection or 01727 734333 for any other product.
Monday to Friday 9am to 5.30pm.
 
   
 

 
 
Q
I’ve recently changed my address, how should I inform you? - [Back to top]  
 
A
Just send us a letter signed by the Plan holder.  
 
 

 
 
Q
I’ve recently changed my name, how should I inform you? - [Back to top]  
 
A

You’ll need to send us your original or a certified copy [witnessed and signed by a professional person, i.e. solicitor, doctor, dentist, bank manager, financial adviser etc] of your marriage certificate or deed poll.

 
 
 

 
 
Q
How do I obtain a valuation [not applicable to Synergy Protect or Home Protection]? [Back to top]  
 
A
You can call us to get an up-to-date valuation of your plan. We will also send you an annual statement showing you the value of your investment.  
 

 
Q
How do I make a claim for: Life cover - Critical Illness - Income protection - Unemployment protection? [Back to top]  
A
You, your IFA or your executor will need to call us and we will send the forms needed.  
 

 
Q
Can I alter the amount of protection within my Plan? - [Back to top] - ONLY APPLIES TO ISA PLANS  
A

Yes, you are able to increase and decrease the amount of protection cover you have. The only exception being unemployment cover, this can only be reduced. All increases, above the 'Increasing Benefit Option' [please see your Plan specific Terms and Conditions] are subject to underwriting. Please contact us for a personal illustration.

 
 
 

 
 
Q
Can I add critical illness cover? - [Back to top]  
 
A
Yes, subject to underwriting. Please contact us for a personal illustration.  
 
 

 
 
Q
Can I cancel my policy if I no longer need it? - [Back to top]  
 
A
Yes, in writing from plan holder. However, you may wish to consider your ISA investment [not applicable to Synergy Protect or Home Protection]. If you surrender your investment holding, you will lose your ISA status. Advice from an Independent Financial Adviser is recommended.  
 
 

 
 
Q
Can I temporarily suspend payments? - [Back to top] - Not applicable to Synergy Protect or Home Protection  
 
A

If you have paid a minimum of 24 Normal Regular Subscriptions, you can suspend payments.

During the Payment Holiday, no investment will be made into the Plan and any unemployment and Plan Subscription Cover will be suspended. The other protection benefits selected will be maintained for you by encashing investments in your Plan to cover the cost of the premium.

To suspend your direct debit, you must write to us at least two weeks before the collection date. If your Payment Holiday is more than a complete tax year, you will have to complete a fresh ISA Application Form before Normal Regular Subscriptions can recommence for the new tax year. If the Payment Holiday is for more than 2 years the Plan may only recommence subject to underwriting. Taking a Payment Holiday will affect your Plan’s ability to meet its projected target maturity benefit.

 
 
 

 
 
Q
Can I make a partial withdrawal [not applicable to Synergy Protect or Home Protection]? - [Back to top]  
 
A

You can withdraw part of your money at any time after you have made at least 24 normal regular subscriptions subject to a minimum withdrawal of £500. Upon receipt of your written instruction, a cheque will be sent to you within 10 working days of the dealing day following receipt of your instruction.

If you cash in your entire Plan after the cancellation period, you will not be allowed to open another Maxi ISA or Stocks and Shares Mini ISA until the next tax year.

Making withdrawals will affect the Plan’s ability to meet its projected target maturity benefit.

 
 

 
Q
Can I top-up or increase my investment [not applicable to Synergy Protect or Home Protection]? - [Back to top]  
A

If you increase your mortgage then you may increase the monthly Normal Regular subscription to your Plan.

A personal illustration can be provided to show the exact amount you may need to pay.

In addition you can make a Single Contribution of £250 or more at any time by completing an Additional Investment Form and sending a cheque made payable to “SFPL”.

Alternatively, you can make Additional Regular Contributions each month from £25 by completing an Additional Investment Form and a new direct debit instruction to your bank or building society. These investments are subject to the relevant overall ISA annual maximum investment limits.

 
 
 

 
 
Q
Can I have a projected valuation, as at my maturity date [not applicable to Synergy Protect or Home Protection]? [Back to top]  
 
A
Yes, you just need to request one, either by phone or by writing to us.  
 
 

 
 
Q
How many ISAs can I have? - [Back to top]  
 
A

Each tax year a maximum of two ISAs is permitted; a cash ISA and a Stocks and Shares ISA.
You are only allowed to contribute to one Cash ISA and one Stocks and Shares ISA in a tax year. However, the ISA manager does not have to be the same for each.

The 2012/ 13 ISA allowance is £11,280. You can use all or some of this allowance in Stocks and Shares ISA, but you can only utilise £5,640 of your allowance in a Cash ISA.

All the ISAs we manage are Stocks and Shares, which means you have the ability to invest the difference between your monthly subscriptions and the maximum £11,280 with us [not applicable to Synergy Protect or Home Protection].

For example, if your monthly Plan subscription were £250, in the tax year you would have contributed £3,000 by Direct Debit [£250 x 12 = £3,000]. This means you have the capacity to invest a further £8,280 [£11,280 - £3,000 = .£8280

 
 
 

 
 
Q
What are the ISA allowance limits? - [Back to top]  
 
A

For the tax year 6 April 2012 to 5 April 2013 the ISA allowances are £11,280 of which £5,340 can be in cash and with a different ISA manager.

 
 

 
Q
Can I switch my investments [not applicable to Synergy Protect or Home Protection]? - [Back to top]  
A

Yes, you may switch all or part of your holdings at anytime.Instructions should be made in writing and the switch will be then be carried out at the next dealing date.

You may redirect your monthly payments to a different fund at any time. Please note that there could be a charge for switching or redirecting and you should refer to your specific Key Features and Terms and Conditions.

 
 
 

 
 
Q
I have a complaint, who should I contact? - [Back to top]  
 
A

If you have any complaint about this Plan, or about any part of our service, please contact our Compliance Officer at:

 
 

Synergy Financial Products Limited
PO Box 1010
St Albans
Hertfordshire.
AL1 9NB

Tel: 01727 797800 for Synergy Protect and Home Protection or 01727 734333 for any other product.

If you are not satisfied with the way we deal with your complaint, you can contact the Financial Ombudsman Service at:

South Quay Plaza
183 Marsh Wall
London E14 9SR

Phone:
0800 023 4567 free for people phoning from a "fixed line" (for example, a landline at home)
0300 123 9 123 free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02

Email: complaint.info@financial-ombudsman.org.uk

Making a complaint will not affect your right to take legal action.
You can ask us for details of our compensation arrangements.