Contact Us

Our FAQs often contain the answers to your questions, so to best serve you in answering these quickly we have provided a searchable FAQ database.

Search our FAQs | Enter a key word, topic or phrase in the box below.

View the complete list of Frequently Asked Questions by category

Frequently Asked Questions

Top 10 FAQ's - Click a question to see its answer

What are your fees and charges?

TD Waterhouse fees and charges are detailed on our Rate Card.

What type of orders can I place?

There are four different types of order you can place:

Market – during market hours when we can get an electronic quote for your order you will see a firm quote that will be valid for 15 seconds and if you accept that quote the order will be dealt immediately at that price. If there is no firm quote available electronically we will give you the option to send the order to our team of dealers who will ring the market to place your trade for you. It will be dealt ‘at best’ so you won’t know the price you’ve received until the order has been dealt. An alternative option is to place a fill or kill order.

Fill or Kill – the order is sent through to our dealers who will try to get your limit price or better for your order.  If they can, then the order will be filled, if not then it will be rejected, or ‘killed’.

Limit – lets you leave an order to automatically place a trade in a stock once the price hits your limit. This allows you to set an order to buy a stock once the price has fallen to your chosen limit or to sell once it has risen to your chosen limit. You can choose how long you wish the limit to be valid for up to a maximum of 90 days for UK orders and 20 days for international orders.

Stop Loss – lets you leave an order to automatically sell if the price of a stock falls to your chosen level. The order will be dealt at market best as soon as the stop loss price has been reached.

Does it cost me anything to open an account?

It does not cost you anything to open your account. However you do need to make a minimum deposit of £100, either as cash or stock. An account management fee of £10 + VAT is charged on all accounts, if there has been no trading activity in the previous quarter.  

This fee applies to TD Waterhouse Trading and Trading Plus accounts with a cash and/or portfolio balances of £5000 or less. 

How do I open an account?

For Trading Accounts, Trading Plus Accounts and Trading ISAs please see Types of Account. or to open an account over the phone call us on 0845 607 6001. Alternatively you can request an information pack by post.

To qualify for an account you must;

• Be over 18 years,
• Be resident in the UK,
• Hold a bank or building society account.

We will also ask for the following: full name and postal address, telephone number, email address, date of birth, nationality, national insurance number and debit card. If you are applying for an account in joint names, full information will need to be provided for both parties.

You can only open a Trading ISA or SIPP in your sole name. 

Request an information pack.

How do I deposit share certificates for US, Canadian and Australian stocks I already own?

To hold or trade International Equities, you first need a Trading Plus Account. You can upgrade to a Trading Plus Account from Account Upgrades, found under the Account Administration menu (alternatively, you can complete and return an Upgrade Form).

You can also hold or trade International Equities from a Trading ISA, PEP or SIPP account - please call our Customer Services Team on 0845 607 6001 to check whether your account is able to hold International Equities.

US & Canadian stocks

• You should sign and date the form on the back of the certificate, please leave the rest of the form blank to be completed by us. You should sign the form in the exact name that appears on the certificate, this may not look like your usual signature.
• We cannot accept Restricted Securities so if your certificate has a restricted stamp you would need to contact the Company or their Transfer Agent to remove the restriction before you could transfer the stock in. Also, we cannot accept Over the Counter (OTC) securities, which includes Pink Sheets or OTC Bulletin Board Markets. Note that we will require you to complete a Internal Revenue Service form known as a W8-BEN if you wish to hold US stocks. This form will be posted to you automatically, or you can download a copy from the Forms section of our webiste at any time.

Australian Stocks

• You should include a covering letter stating your account number and your intention to deposit the stock into your account.
• You should send us either the original or a copy of your Issuer Sponsored Holding Statement. We will then send you an original Australian Transfer Form, which will need to be signed.

Please send your certificates and documents to:
Book Based Team
TD Waterhouse
201 Deansgate
Manchester
M3 3TD

What type of account do I need to trade online?

You will be able to trade online if you hold a Trading or Trading Plus Account; a Trading ISA; Self Invested Personal Pension (SIPP); SIPP Dealing Account; Contracts for Difference (CFD) Account, or a Financial Spread Betting Account.

If your account is a Certificated Account you will need to upgrade to a Trading Account. Simply complete an Upgrade Form.

How do I transfer my existing ISA to TD Waterhouse

You can transfer an existing ISA to TD Waterhouse by completing the ISA Transfer form and returning it to us in the post. You will also need to tell your existing plan manager.

How much will it cost to transfer stock from another broker?

We will not charge you to transfer stock into your account.

How can I take money out of my Trading Account?

Providing you have sufficient funds cleared in your Cash Management Account you can request a withdrawal at anytime.

Online: go to Payments& Transfers and select Payments/Withdrawals from the drop down list once you are logged in.

Telephone: Call our Customer Services Team on 0845 607 6002.

You can withdraw money from your account by:

• By bank transfer (BACS) - You can make a payment to yourself or a third party online once you have set up a payee. To do this go to Payments & Transfers and select Payments/Withdrawals from the drop down list and select the 'Add Payee' option. Once you have a payee set up, just click on the details to arrange a payment.
• You can request a cheque withdrawal by selecting Payments & Transfers then Payments/Withdrawals and choosing 'Payment Option 4' on the right hand side of the Page.
• By same day bank transfer (CHAPS) – You can arrange a same day bank transfer by selecting Payments & Transfers then Payments/Withdrawals and choosing 'Payment Option 2 – Express Payment' from the right hand side of the Page. There is a charge of £25 for this service.

How long does it take to transfer stock from another broker?

The process should take up to 10 business days from the receipt of completed transfer documents. This may take longer dependant on the stock you wish to transfer, for example international stocks can take longer.

Email Us

If you cannot find the answer to your question you can email us.

We cannot accept trading instructions, password requests or changes to your account details by email. This is for security reasons.

Telephone

From the UK: 0845 607 6002
From overseas: 0044 161 819 6467

Write to Us at:

Customer Resolution
TD Waterhouse
Exchange Court
Duncombe Street
Leeds
LS1 4AX

Complaints

Click here for details of how we handle complaints

Suspicious email?

If you are suspicious of an email from TD Waterhouse, please forward it to phishing@tdwh.co.uk