Left Behind by Financial Technology? You are not Alone
A practical, friendly way to get online safely, protecting your finances and feeling confident in a digital world.
When we introduced our Client Matters portal in 2018, we knew it would make a real difference to the way our clients could view and interact with their financial plans. What we did not fully anticipate was just how quickly it would become essential. Through the Covid lockdown period of 2020, it became a lifeline for many of our clients, allowing them to stay connected with their finances, access documents and communicate with us at a time when face-to-face meetings simply were not possible.
Since then, the world has continued to move at pace. Yet we are aware that a number of our clients are still not making full use of everything the Client Matters portal has to offer, and we completely understand why. Offering you a portal is one thing. Making sure you feel genuinely comfortable using it is another thing entirely and helping you feel confident using it is a responsibility we take seriously.
Our own team spans a wide range of ages. We know from experience that technology does not come naturally to everyone, regardless of background or generation. There is no judgement here, only a genuine desire to help you get the most from the service you are already paying for.
You have spent decades building your life, your home and your finances. You have raised families, run businesses and navigated more change than any generation before you. Technology, however, is the one frontier that sometimes feels like it belongs to someone else, to the young, to the fast, to those who seemingly grew up with a phone in their hand.
If you have ever sat in front of a screen wondering how everyone else seems to know what to do, or if you have felt a knot of anxiety when a website asks for your bank details, or if you have simply wished someone would sit beside you and just show you, then this article is written for you.
Much modern technology has been designed with fast, frequent users in mind which can make it feel less intuitive if you did not grow up using it every day. It sometimes feels confusing and is not a reflection of your intelligence. It is a reflection of poor design. You are not the problem.
You are not behind. You are simply on a different starting line and with the right support, you can move at exactly your own pace.
Why This Matters More Than Ever
In the past five years, the world has shifted dramatically online. Your bank, your pension provider, your GP surgery, the supermarket and even your local council now prefer, or in some cases require, you to interact with them digitally. Paper statements are disappearing. Phone queues stretch to forty minutes. Letters are being replaced by emails.
For those who are comfortable online, this is mildly inconvenient. For those who are not, it can feel completely overwhelming and, at times, frightening. Being unable to access your finances online, or not knowing whether a message you have received is genuine or a scam, is not a minor inconvenience. It is a real vulnerability.
The good news is that the basics of staying safe online are not complicated. They simply need to be explained clearly, without jargon, by someone who is not in a rush and who genuinely has your best interests at heart.
| Why Getting Online Matters for Your Finances
• Online bank accounts give you 24-hour access to check your balance and spot unusual activity quickly. • Pension providers and investment platforms now primarily communicate digitally, so missing emails could mean missing important updates. • Scammers increasingly target those who are less familiar with digital communication, making awareness essential. • The ability to verify a company or website online can protect you from fraud before it happens. |
The Scam Epidemic: What You Need to Know
The most important thing to understand about scams is that they are designed to make you feel something urgently. Fear, excitement, pressure, kindness, romance, authority. If a message or phone call makes you feel you must act immediately, that feeling itself is the warning sign. Legitimate organisations will always give you time to think.
| Type of Scam | What it Looks Like |
| Phishing Email | An email that looks as if it is from your bank, HMRC or a well-known company, asking you to click a link and enter your details. Your bank will never ask for your password by email. |
| Vishing Call | A phone call from someone claiming to be from your bank, the police or HMRC, asking you to transfer money or reveal your PIN. Hang up and call the organisation directly using a number from their official website. |
| Investment Scam | A message or call offering returns that sound too good to be true, such as promising unusually high or guaranteed returns with little or no risk Legitimate investments carry risk and no one can guarantee returns. |
| Romance Scam | An online relationship where the other person gradually builds trust before asking for money due to an emergency. If someone you have never met in person asks for money, stop all contact. |
| Pension Scam | Unsolicited contact offering to help you access your pension early or move it to a better scheme. Always check with your adviser first before making any pension changes. |
| The Golden Rules for Spotting a Scam
• No legitimate bank, government department or financial institution will ever ask for your full password, PIN or to transfer money to a safe account. • If it feels urgent, slow down. Scammers rely on panic. • Spelling mistakes and odd email addresses are common red flags. • You can always hang up and call back on a number you find yourself. • When in doubt, speak to a family member, friend or your financial adviser before taking any action. |
Passwords: Your First Line of Defence
A password is the key to your digital front door. If someone knows your password, they can access your email, your bank account, your pension portal and much more. Creating strong, memorable passwords is one of the single most effective things you can do to protect yourself online.
Many people use the same password for everything, or choose something easy to remember such as a pet’s name or a birthday. Criminals know this, and they use tools that can guess millions of combinations very quickly.
| How to Create a Strong Password
• Use three or four unconnected words strung together, such as PurpleLampDogGlasses. It is long, memorable and very difficult to guess. • Include a number and a symbol if the website requires it, for example PurpleLamp3Dog! • Never use your name, date of birth, address or pet’s name. • Never share your password with anyone, including family members, bank staff or advisers. • Use a different password for your email account than for everything else. Your email is the master key to everything else. |
If you find remembering multiple passwords difficult, a reputable password manager securely stores your passwords in encrypted form and can help you create different passwords for every accounts. Your local library, Age UK or a Tech Navigators session can help you set one up.
Think of a strong password like a good lock on your front door. You would not use the same key for your house, your car and your filing cabinet.
Keeping Your Devices and Accounts Safe
Beyond passwords, there are some simple habits that significantly reduce your risk of being compromised online.
| Good Habit | Why it Matters |
| Update your software | Software updates often include security fixes. When your phone or computer asks you to update, do it as soon as you reasonably can. |
| Use two-step verification | Also called two-factor authentication, this sends a code to your phone when you log in. Even if someone has your password, they cannot get in without that code. |
| Only use trusted Wi-Fi |
Be cautious when using public Wi-Fi. Avoid carrying out sensitive financial transactions unless you are confident the connection is legitimate and secure. Mobile data or trusted home broadband remain the safest options.
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| Lock your screen | Set a PIN or fingerprint lock on your phone or tablet so it cannot be accessed if lost or stolen. |
| Log out properly | When you have finished banking or shopping online, always log out rather than simply closing the tab. |
Protecting Your Financial Assets Online
Your financial life is increasingly digital, whether you are aware of it or not. Your bank account, pension, savings and investments are all managed through systems that live online. Knowing how to check on these safely and what to do if something looks wrong is genuinely important.
Your bank will normally refund unauthorised transactions, where money has been taken without your permission. If you are tricked into sending money yourself (known as a scam payment) there is some protection since 7 October 2024, UK payment firms have been required to reimburse many victims of authorised push payment (APP) scams made through covered UK payment systems, subject to eligibility rules and reimbursement limits. This is why awareness and prevention remain so important.
| Protecting Your Financial Accounts: The Essentials
• Register for online banking with your bank and check your account at least once a week. The sooner you spot something unusual, the easier it is to resolve. • Never give your bank card, PIN or full account details to anyone who calls or emails you unexpectedly. • If you receive a letter, email or text about your pension, savings or investments that you did not expect, call your adviser before taking any action. • Use the Financial Services Register on the Financial Conduct Authority website (register.fca.org.uk) to check that anyone giving you financial advice is authorised. • Set up transaction alerts with your bank so that you receive a text message every time money leaves your account. |
Remember that your financial adviser is one of the most important safeguards you have. If something does not feel right, a quick phone call to someone you trust, whether that is your adviser, your bank or a family member, could save you from a very costly mistake.
Introducing Tech Navigators: Exclusively for Wellington Wealth Clients
We understand that not everyone has a family member who can sit with them and walk them through the basics. Life is busy, family members have their own pressures and sometimes it simply feels too much to ask.
That is why we have created Tech Navigators, a series of personalised, one-to-one drop-in sessions designed exclusively for our retired clients. These are not classes. There will be no tests and no pressure. They are simply relaxed, informal appointments where you can ask the questions you have always wanted to ask, with someone who has the time to listen and the patience to help.
We offer twenty slots per session, so availability is limited and we do ask that you book ahead to secure your place. Simply call Sara at our office on 0141 221 3222 and she will get you booked in
What You Can Cover in Your Personal Tech Navigators Session
- Getting comfortable with your smartphone, tablet or computer at your own pace.
- How to set up and manage passwords safely.
- Recognising and avoiding scams, phishing emails and suspicious calls.
- Accessing your bank, pension and financial accounts online safely.
- Using video calls to stay connected with family and medical professionals.
- Shopping safely online, including how to check if a website is legitimate.
Questions at any time, about anything. No question is too basic here.
Each session is entirely personalised to you. We go at your pace, not ours. If you want to spend the whole appointment on one topic, that is absolutely fine. If you have a question you have been too embarrassed to ask elsewhere, bring it along because there are no silly questions here.
| Technology should serve you, not the other way around. We are here to make sure it does. |
Your Call to Action: Do Not Wait
If any part of this article resonated with you, we would love to hear from you. You do not need to feel overwhelmed, embarrassed or left behind any longer. Tech Navigators exists specifically because we recognise that our clients deserve the same quality of care and attention in this area as they receive in every other aspect of their financial planning relationship.
Drop-in appointments are available exclusively to Wellington Wealth clients. We offer twenty slots per session and they do fill quickly, so please do not leave it too long. To book your place, simply call our office on 0141 221 3222. This should not feel like a formal meeting. We want it to feel like a conversation with someone who genuinely wants to help.
| Book Your Personal Tech Navigator Drop-In Appointment
Call the office on 0141 221 3222 to secure your place. We have twenty slots per session and they fill quickly. This is a personalised, exclusive benefit for Wellington Wealth clients. Bring your questions, bring your device and come as you are. We will take it from there. |
Useful Resources
The following are trusted, free resources that can help you get started or check something independently.
| Resource | What it Offers |
| Action Fraud (actionfraud.police.uk) | Report fraud and get advice on protecting yourself from cybercrime. |
| Age UK (ageuk.org.uk) | Free digital skills support, helplines and local resources for older people. |
| National Cyber Security Centre (ncsc.gov.uk) | Free, plain-English cybersecurity advice from the UK government. |
| FCA Register (register.fca.org.uk) | Check whether a financial adviser, firm or investment is properly regulated in the UK. |
BE AWARE
This information is for guidance only and does not constitute regulated financial advice. To ensure you have personalised advice for your particular set of circumstances, you must make an appointment and speak to one of our professional advisers. Please note these services are chargeable. The facts in this article were correct at time of writing, but you may be reading it in the future. Always check rates and allowances before taking action or speak to a qualified financial planner. All investments carry an element of risk, they can fall as well as rise and you may not get back what you pay in. Errors & omissions excepted.
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