Frequently asked questions

AJ Bell Touch is a streamlined investment platform that’s delivered exclusively through an adviser website and an intuitive mobile and tablet app for clients. Designed specifically for financial advisers who want to implement a digital advice model, it offers clients access to a Retirement Investment Account, ISA and General Investment Account (GIA).

AJ Bell Touch is part of AJ Bell Group. Founded in 1995, AJ Bell is one of the UK’s largest investment platforms, with £90.4 billion of assets under administration and 593,000 customers.

The quickest way is through our registration link, here. Alternatively, you can contact our Business Development Team who will be happy to assist you.

If you’ve got the right admin permissions, you can add colleagues via the ‘Firm admin’ section.

If you are a firm admin, you can go to the ‘Users’ section, which includes an ‘Invite new user’ option – just provide their name and email address, then choose whether they need ‘Adviser’ permissions (in which case we’ll also need their FCA reference number) or ‘Firm admin’ permissions. The latter means your colleague will be able to reset passwords and two-factor authentication for other users.

You can give the same colleague both ‘Adviser’ and ‘Firm admin’ permissions if you like.

We recommend you have more than one firm administrator set up on your account. They can then add and amend details of future firm administrators or make any changes needed.

Your designated ‘Firm admin’ can reset this on the website.

We believe our platform provides an unparalleled combination of online functionality and low-cost delivery.

For more information about the features and benefits on offer, please visit our due diligence area. 

The system is set up to avoid emails, so you won’t get a notification. However, you can easily check the status of different tasks at any time just by looking at your adviser dashboard on the website.

Setting up the AJ Bell Touch app is an intuitive and straightforward process, so problems are very unlikely. If your client does need any help, point them towards our detailed user guide.

This will be because your client hasn’t enabled notifications for the app on their device. They’ll need to approve notifications via their device’s settings.

Just email us at enquiry@ajbelltouch.co.uk or contact the relevant team direct – you’ll find email addresses for our administration teams, here. They’ll be able to see exactly where the process is up to, and which tasks need to be to completed.

Your client can securely send you messages, documents and pictures via the encrypted messaging facility in the app. If you want to send things to them, you can do so securely through the same messaging facility via the website.  

Yes, the adviser website is updated to create mirrored records.

You won’t get a notification, but you can check the status of any deals via your dashboard on the website. Contract notes can be found in the ‘Documents’ section.

There’s a recovery process they can follow on the app. It will ask them to enter the email address they used to register / login, and will then send them a recovery link where they can go through the verification checks.

Yes, you can resend invitations from the adviser site. Go to: Clients > Proposed > Open the client's application > Resend invite.

We believe our platform provides an unparalleled combination of online functionality and low-cost delivery.

For more information about the features and benefits on offer, please visit our due diligence area. 

Our full charging structure is available at: ajbelltouch.co.uk/legal/charges-and-interest-rates.

Initial adviser charge – this is deducted from your client’s cash account once a deposit (or a transfer) arrives in it.

Ad-hoc adviser charges – these are deducted from your client’s cash account when you agree a one-off or a new charge with them.

Ongoing adviser charges – these are continuously calculated in real-time based on the assets held in your client’s account, including any movements in and out at their mid-market value.

The total charges (accumulated daily) will normally be collected within 20 business days of the end of each calendar month, and are deducted from your client’s cash balance as a single monthly payment. Charges may be delayed – and potentially postponed or cancelled – if there are insufficient funds in your client’s account to pay them.

AJ Bell Touch is designed to automatically disinvest to cover fees, and automatically invest once clients have made money available. Cash earmarked for our fees or adviser charges won’t be invested.

Fees are disinvested proportionately across the account.

The AJ Bell Fund range and a selection of other multi-asset funds are available. You can find full details of these within the secure area of the website.

All investments are managed by you, but your client can send secure messages to you from their app if they want to request any changes.