If we need additional information or documents from you to process the request, we’ll contact you (generally within the day, depending on submission time) to request additional information.
If you need to send us more information, you don’t need to find the reference number to accompany the documentation – all the details are available via Adviser Request Centre and additional documents can be uploaded through Adviser Request Centre.
To upload additional documents for a request:
- Navigate to Request Centre and expand the request where additional documents have been requested
- Select the ‘Pending task’ tab
- Select the appropriate files from your computer to upload or drag and drop the file
- Provide clarification notes if required
- Select Submit.
Ensure notes added to the clarification field are relevant to the outstanding requirements. The clarification field should not be used to ask questions about the outstanding requirements. If you need assistance, you can initiate a chat for a request by selecting the ‘Chat about this’ option in the Actions menu.
Once you’ve submitted the additional documents or provided information, the status of the request will update to ‘In Progress’ as we review and continue to process your instructions. You’ll also be able to view any of the documents you’ve uploaded via Adviser Request Centre.