Chartwell FAQs

How do I log in to Cofunds?
How do I register for Cofunds?
Where can I find my Cofunds customer number?
How long does it take to receive the registration letter containing my temporary password?
Who do I contact if I can't log in or I've forgotten my password?
How do I take money off Cofunds?
Enhanced Security on Buy & Switch
Cash Account & Cash Reserve - what’s the difference?
Where can I find application forms?
Where is the X-ray facility?
How do I update my address?
Are there fees for switching and transfers?
What time is the help line open?

How do I log in to Cofunds?

You can log in to Cofunds here, enter your customer number, date of birth and password in the log in screen to access your investment portfolio. If you are a new customer you will need to register your details first - here is the New Customer link.

How do I register for Cofunds?

Registration is open to investors who already have holdings placed on the Cofunds platform by us. If you are unsure whether you are eligible to register for this service then please contact us.
If you have received a registration letter from Cofunds, then you can simply proceed directly to the log in page. If you have not received a registration letter, but you have a Cofunds customer number, then you can apply to sign up for the service using our registration page.
Once you've registered an email is sent to you to confirm that your registration has been successful. As a security measure, your log in details will be sent to your postal address.

Where can I find my Cofunds customer number?

Your Cofunds customer reference number can be found on any documentation you have received from Cofunds for example a contract note or statement. (Note. When you enter this number to log in or register you must exclude any preceding zeros.)

How long does it take to receive the registration letter containing my temporary password?

You should receive an email confirming we have received your registration request shortly after you complete the registration form. For security reasons, a letter with your temporary password is usually sent within 5 working days. If you do not receive a confirmation email or letter please reregister. If you continue to experience problems with registration please contact our Helpdesk 0117 9170777.

Who do I contact if I can't log in or I've forgotten my password?

If you forget your password you can request a new one using the forgotten password link. This can also be found on the Cofunds log in page. Please remember that when you receive a new password email, it will only be valid for 2 hours.
If you find that your log in details are still not valid, it may be because you have requested a new password or re-registered and are using an old password. Please remember that when you request a new password, your original password will become invalid. This may also happen if we send you a temporary password in the post, but you register again after we send you that password. In this case, use the most recently received password.
If you continue to experience problems with logging in please contact our Helpdesk on 0117 9170777

How do I take money off Cofunds?

To action a transfer away from Cofunds, Cofunds will require a letter of authority signed by you and sent by your new broker.

Certain fund managers will not accept transfers from Cofunds. If you are considering investments away from Cofunds, please speak to one of the Helpdesk on 0117 9170777 for further assistance

Enhanced Security on Chartwell Buy & Switch

New legislation has come into force requireing all websites which capture, proces or hold debit cards to become PCI-DSS Compliant. We have now outsources this process to Streamlines RBS Worldpay system.

When you go online to purchase a fund your journey will slightly change as you will be asked to confirm that you wish your payment to be taken through RBS Worldpay. This type of additional security procedure is becoming increasingly more common and has a direct benefit to our clients in that it is free and enhance the security of your online payments.

Should you have any queries or concerns regarding this please speak to the Helpdesk on 0117 9170777.

Cash Account & Cash Reserve - what’s the difference?

The Cash Account refers to monies held outside of an ISA. Cash Reserve refers to monies held within an ISA wrapper

Where can I find application forms?

We have created a new page with all applications forms in one place. You can find the new applications form page here.

Where is the X-ray facility?

The X-Ray facility is unfortunately no longer available on your cofunds investments. We can still send you an X-Ray of your portfolio through the post or by email at your request.

Should you require a portfolio X-ray please email enquiries@chartwell.co.uk.

How do I update my address?

If your personal details change, such as a change of name or address you need to inform us in writing at the following address:

Chartwell Direct
Kings Orchard, 1 Queen Street, Bristol, BS2 0HQ

Once a change of address is received as an additional security process we will write to you to confirm a change of address request has been made.

Please note, for security purposes, we are not able to update your address with instructions received either by telephone or by email.

Are there fees for switching and transfers?

There is a standard switching fee of 0.25% PER FUND. There are no explicit charges for transferring away from Cofunds. Please see our full list of discounts for further information