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.