iWeb Change to Scottish Widows

SevenUpPear8

masonic said:

I'm still very sceptical that it was supposed to be completed on 18th, given the information to the contrary posted on their website for over a week beforehand. This latest email has basically corrected the record and aligned with the information shared on the website well before the event, while giving the appearance of a change of plan.

Either the plan was changed well before last weekend and they forgot to update everyone, or this was always the plan and the early October email was plain wrong.

I'm not sure what you mean? The early October email says it would happen on 18 October ("We’re pleased to let you know that IWeb Share Dealing will become Scottish Widows Share Dealing on 18 October 2025"). The new Terms and Conditions are effective 18 October. The email this morning says it was supposed to happen on 18 October.

I don't think the website contradicts this. The "you'll see IWeb start to move over" text just seems to be clumsily worded, as we wouldn't ever "see" any piecemeal changes as they would always be behind the scenes; we would only see something when the changeover happens.

EthicsGradient

mebu60 said:

DRS1 said:

I wonder what it means if you haven't had that email?

Maybe I am on the Z list of Iweb customers.

You are not alone on the Z list.

The "it will happen on Oct 18th" email first mentioned here on 1st Oct got to me on the 7th Oct, so don't hold your breath.

Section62

SevenUpPear8 said:

masonic said:

I'm still very sceptical that it was supposed to be completed on 18th, given the information to the contrary posted on their website for over a week beforehand. This latest email has basically corrected the record and aligned with the information shared on the website well before the event, while giving the appearance of a change of plan.

Either the plan was changed well before last weekend and they forgot to update everyone, or this was always the plan and the early October email was plain wrong.

I'm not sure what you mean? The early October email says it would happen on 18 October ("We’re pleased to let you know that IWeb Share Dealing will become Scottish Widows Share Dealing on 18 October 2025"). The new Terms and Conditions are effective 18 October. The email this morning says it was supposed to happen on 18 October.

I don't think the website contradicts this. The "you'll see IWeb start to move over" text just seems to be clumsily worded, as we wouldn't ever "see" any piecemeal changes as they would always be behind the scenes; we would only see something when the changeover happens.

I think there's two separate things going on there - 18th October is the date on which the 'legal' change happens, and IWeb changes its name.  This necessitates changes to the T&Cs, which came into effect the same day.

The second thing is the transition from the IWeb website/platform to the SW one.  None of the emails I got said this would definitely happen on the 18th.  AFAIK there's no 'legal' requirement for them to do so.

SevenUpPear8

Section62 said:

The second thing is the transition from the IWeb website/platform to the SW one.  None of the emails I got said this would definitely happen on the 18th.  AFAIK there's no 'legal' requirement for them to do so.

The email I got on 2 October said "From 18 October 2025 you can log in and view your account(s) on the Scottish Widows website."

I don't think there is a legal requirement, either.

I'm not bothered either way, tbh, it's all still Lloyds Banking Group. I was just responding to the other poster who wasn't convinced the change was supposed to happen on the 18th when I think it probably was.

masonic

SevenUpPear8 said:

masonic said:

I'm still very sceptical that it was supposed to be completed on 18th, given the information to the contrary posted on their website for over a week beforehand. This latest email has basically corrected the record and aligned with the information shared on the website well before the event, while giving the appearance of a change of plan.

Either the plan was changed well before last weekend and they forgot to update everyone, or this was always the plan and the early October email was plain wrong.

I'm not sure what you mean? The early October email says it would happen on 18 October ("We’re pleased to let you know that IWeb Share Dealing will become Scottish Widows Share Dealing on 18 October 2025"). The new Terms and Conditions are effective 18 October. The email this morning says it was supposed to happen on 18 October.

I don't think the website contradicts this. The "you'll see IWeb start to move over" text just seems to be clumsily worded, as we wouldn't ever "see" any piecemeal changes as they would always be behind the scenes; we would only see something when the changeover happens.

As mentioned above, the update to the T&Cs was effective on 18th October and the trading name has changed to Scottish Widows Share Dealing. There is no indication any of this hasn't happened.

There was also a statement in an email that some received stating we'd be able to log in on the Scottish Widows website from 18th October, which is not the case, and was contradicted by the website, which stated IWeb would only start to move over on that date. As you say, largely behind the scenes, except for the maintenance window on 18th October, after which normal service resumed.

So the contradiction was...

Email: "From 18 October 2025 you can log in and view your account(s) on the Scottish Widows website"

Website: "From 18 October you'll see IWeb start to move over to Scottish Widows Share Dealing"

The former gave several an expectation that the migration would be completed on 18th October, while the latter indicated that it would only start from that date. Given they've started issuing a correction for the previous email, it was clearly a miscommunication. The information on the website has so far remained accurate and is likely the originally intended message.

EthicsGradient

masonic said:

SevenUpPear8 said:

masonic said:

I'm still very sceptical that it was supposed to be completed on 18th, given the information to the contrary posted on their website for over a week beforehand. This latest email has basically corrected the record and aligned with the information shared on the website well before the event, while giving the appearance of a change of plan.

Either the plan was changed well before last weekend and they forgot to update everyone, or this was always the plan and the early October email was plain wrong.

I'm not sure what you mean? The early October email says it would happen on 18 October ("We’re pleased to let you know that IWeb Share Dealing will become Scottish Widows Share Dealing on 18 October 2025"). The new Terms and Conditions are effective 18 October. The email this morning says it was supposed to happen on 18 October.

I don't think the website contradicts this. The "you'll see IWeb start to move over" text just seems to be clumsily worded, as we wouldn't ever "see" any piecemeal changes as they would always be behind the scenes; we would only see something when the changeover happens.

As mentioned above, the update to the T&Cs was effective on 18th October and the trading name has changed to Scottish Widows Share Dealing. There is no indication any of this hasn't happened.

There was also a statement in an email that some received stating we'd be able to log in on the Scottish Widows website from 18th October, which is not the case, and was contradicted by the website, which stated IWeb would only start to move over on that date. As you say, largely behind the scenes, except for the maintenance window on 18th October, after which the site was brought back online.

So the contradiction was...

Email: "From 18 October 2025 you can log in and view your account(s) on the Scottish Widows website"

Website: "From 18 October you'll see IWeb start to move over to Scottish Widows Share Dealing"

The former gave several an expectation that the migration would be complete on 18th October, while the latter indicated that was only the start of the process. It seems the former is in the process of being corrected by another email aligned with the language that has been used on the website for some time.

Well, perhaps. The page for applying for an account currently has
"Terms and conditions (PDF, 455KB)"

As we move to become Scottish Widows Share Dealing some of our terms and policies will change.

Here are the new terms and policies that will become effective following the change:

Scottish Widows Share Dealing Terms & Conditions (PDF, 607 KB)"

The existing terms and conditions dating from 20th Jan 2025. So that implies the SW T&Cs haven't taken effect yet, but I suspect you'd have to agree to both to sign up now.

GeoffTF

masonic said:

So the contradiction was...

Email: "From 18 October 2025 you can log in and view your account(s) on the Scottish Widows website"

Website: "From 18 October you'll see IWeb start to move over to Scottish Widows Share Dealing"

I did not see that as a contradiction. Being able to log into and view your existing iWeb account from the SW website might be only the start of the migration to SW. The next step might be changing the banners on the iWeb webpages to SW. A further step might be adding the free regular investing.

tigerspill

Well the email I received today seems clear.  It was in effect an apology that the change over was to happen on 18th, but didnt and they are still working on it.
It seems pretty obvious suggest that all didnt go as planned and that the changes were backed out.  
All in all, very poor.

SevenUpPear8

GeoffTF said:

masonic said:

So the contradiction was...

Email: "From 18 October 2025 you can log in and view your account(s) on the Scottish Widows website"

Website: "From 18 October you'll see IWeb start to move over to Scottish Widows Share Dealing"

I did not see that as a contradiction. Being able to log into and view your existing iWeb account from the SW website might be only the start of the migration to SW. The next step might be changing the banners on the iWeb webpages to SW. A further step might be adding the free regular investing.

Indeed. In fact it reminds me of when I was previously with Standard Life which became abrdn (at that time). The first stage was a website address change (with automatic redirect from the old Standard Life address), but for a very long time emails, quarterly reports, contract notes etc were still Standard Life branded. These all changed over in stages.

It's quite clear with IWeb > Scottish Widows we were supposed to be able to log in using Scottish Widows from 18 October like they said in both emails, and that they faced technical issues. Agree that the website message doesn't contradict that.

masonic

GeoffTF said:

masonic said:

So the contradiction was...

Email: "From 18 October 2025 you can log in and view your account(s) on the Scottish Widows website"

Website: "From 18 October you'll see IWeb start to move over to Scottish Widows Share Dealing"

I did not see that as a contradiction. Being able to log into and view your existing iWeb account from the SW website might be only the start of the migration to SW. The next step might be changing the banners on the iWeb webpages to SW. A further step might be adding the free regular investing.

If that interpretation was correct, then it could have been achieved simply by pointing the link added to the SW website to the existing login URL and updating it later in the process. That hasn't been done, even now. It would have been more helpful to focus on this rather than another email run that will leave some customers uninformed for several more days.

Yet the website had a banner for over a week saying we'd be unable to access our accounts until midnight on Sunday, so that contradicted the email promise that we'd be able to login on Saturday however they now are spinning it.

This all looks to me like two different groups within the organisation having a different understanding of exactly what was going to happen and when. Customers would have been better informed if the recent emails had not been sent. Those relying only on information on the website have had their expectations managed a lot better and have clearly come to a different view on what was supposed to be happening.