Tell us, we’re listening
Change happens to all of us, and that’s okay. Whatever your situation, just tell us, and we’ll do our best to support you, every step of the way.
Let us support you
If you’re going through something that affects the way you need us to communicate with you, how you invest and manage your account or your financial situation, let us know. It could be due to a long term or permanent circumstance, like a physical disability. Or short term, like losing your job. Whatever it is, please let us know.
How to let us know
However you ask us for support, it’s discreet and secure and completely confidential. You can tell us as much or as little as you’re comfortable with – we’ll do what we can.
Send a secure message via your Online Service or the Octopus Money Direct app. This will go directly to our support team.
Prefer a call? You can ask for a callback in the secure message you send us.
Guide to disclosing support preferences by secure message
This guide is here to help you share any information that is relevant to your situation. Any information you provide helps us to better understand your needs and how we can best support you.
The questions below are only suggestions (prompts) — you can answer as many or as few as you like. You do not need to share anything you’re not comfortable with.
Can you tell us what’s currently making things difficult for you?
This could be health-related, a life event (like a relationship breakdown, job loss, or the death of a loved one), money worries, having trouble understanding information or something else.
How does this affect your ability to manage your account or communicate with us?
For example: Do you have trouble understanding our messages or information we share? Do you need us to communicate differently? Is it hard to sign into your account?
Will this situation affect you for a short time or a long time?
If you’re unsure, that’s completely fine.
What kind of help or changes would assist you most right now?
For example: Do you need more time, clearer explanations, a different way to communicate, or large print/Braille?
Is there anything else we should know to support you better?
If you share personal information with us by secure message, you consent for us to record and hold this information on your account so we can support you. We’ll keep it on your account until you tell us otherwise.
You can call us on:
(UK) 03455 28 88 88
(Overseas) +44 1256 58 80 00
Monday to Friday 8am to 9pm
Saturday 9am to 6pm
Call charges and information
03 numbers
Same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way. Up to 16p per minute from UK landlines. Up to 65p per minute from mobiles.
0800 numbers
Free from UK landlines and personal mobile phones.
Calls may be recorded for training and quality purposes.
For a Stocks and Shares ISA, Investment Account or Pension, you can stop or reduce payments anytime, but this could affect how much money you’ll get back. You can also withdraw money from your Stocks and Shares ISA or Investment Account whenever you like, but this could affect future returns. You can take your Pension early if you have serious ill-health. You should also consider the tax implications if you withdraw money. You’ll lose the tax-efficient status of money withdrawn from your ISA unless you transfer it directly into another ISA. Withdrawals from your Investment Account may be subject to Capital Gains Tax. Any Pension withdrawals are taxed as income, except in cases of serious-ill health.
Need financial advice?
With Octopus Money Direct, you make your own decisions about your money. Octopus Money also offers financial and wealth planning advice services.
For more info go to octopusmoneydirect.com/planning (additional charges may apply).
Your questions answered
Who will see the info I provide?
Just us. We’ll only use what you share to communicate with you in the best way, and provide support wherever we can.
We’ll use anonymous data to understand and improve this service.
We’ll always treat your data with respect. Find out more in our Privacy Policy.
Will sharing this information affect my account or my chances of getting an account?
No. Anything you share when you request support will not affect your account and will not be used to decide whether you’re eligible to open an account.
What happens if my circumstances or support needs change?
If anything changes, you can let us know over the phone or send us a secure message by using our Online Service or the Octopus Money Direct app.
If you decide to remove any of the circumstances or support methods you’ve shared with us, we will not keep a record of the specific details.