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Execution-only platform Selftrade admits ongoing website problems

Execution-only platform Selftrade has admitted ongoing technology problems on its website have prevented some clients from accessing their accounts.  

Selftrade relaunched its website in December and a number of clients say they have since been unable to log into their accounts.

Other clients have been unable to access their virtual portfolios, the part of the website which allows investors to view their investment performance.

Selftrade sent a communication to clients as part of its annual statement last week in which it acknowledged the ongoing problems faced by users.

The Selftrade communication says: “We are aware there have been issues with our new website and we would like to reassure you that we are working hard on enhancing the site and fixing the problems which you have reported to us.”

The firm says where clients have been unable to log in, they have been talked through a new process of accessing their account by Selftrade staff.

A Selftrade spokeswoman says: “Our customer services team is continuing to listen to feedback from account holders.”

Jacksons Wealth Management managing director Pete Matthew says: “Selftrade should have done a lot of research and testing before making changes to the website.”

In January, Money Marketing revealed Selftrade had stopped taking on new customers with the platform voluntarily varying its permissions following discussions with the FSA.

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Comments

There are 2 comments at the moment, we would love to hear your opinion too.

  1. Not surprising for Selftrade. I’ve been using their platform for a few years and it’s absolutely full of bugs. Even basic stuff like downloading your portfolio is full of really simple functionality done wrong. The link invites you to download a CSV, which leads you to download an .XLS file implying it’s not a CSV but an Excel file, then you open it to find it’s not an Excel file either, but a tab delimited file. This sort of minor annoying bug is everywhere throughout the platform.

    I’ve been trying to make a payment into my wife’s ISA for about 2 weeks, but can’t do it because of more bugs. I think I’m going to move platform.

  2. This outfit is hopeless. Continual problems logging in. Silly obstacles with their finance team. Cant log in at all now. Moving to Iweb. Cheaper and better. Selftrade are unable to fix their IT issues. Useless

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