But behind the scenes, it’s your company’s reputation on the line. That’s why we act as an extension of your brand – providing responsive, compassionate and professional support to your shareholders, every step of the way.
It’s more than just good service; it’s good business. Because when shareholders feel supported, they’re more likely to stay engaged, reinvest and speak positively about your company.
Don’t just take our word for it – here are 10 ways we make that happen, backed by the voices of shareholders themselves.
1. Answering queries with clarity and care
From dividends and shareholdings to corporate actions and account access, shareholders rely on us for fast, accurate answers.
We respond clearly and patiently, making sure every shareholder understands not just what’s happening, but why it matters to them.
As one customer shared after speaking with our team during a difficult time:
“I would like to say how helpful Shara was today. I am having to deal with my dad’s estate but know nothing about shares she has given the confidence that I will be able to deal with them but also, they are always at the end of the phone”
2. Protecting shareholder security and privacy
Whether it’s a simple change of address or a request for sensitive account information, we take shareholder privacy seriously. We follow strict security protocols to confirm identity and protect personal data – every time.
One shareholder summed up their recent experience perfectly:
“Today's experience ... I had to change my Bank details, The operative made the whole thing an absolute dream, So helpful, pleasant and patient... He took me through every stage perfectly. And the screen came up with the details up to date immediately ... Also helped me sort out new personal details.”
3. Supporting smooth share transfers and transactions
We manage transfers, sales, dividend instructions and more – guiding shareholders every step of the way. This includes giving clear timelines, straightforward explanations and accurate execution.
As one first-time user noted after inheriting shares:
“I can’t say how grateful I am for the support I received from this gentleman and his colleagues in navigating the transfer of my late father’s shares into my own name. The kind professionalism I experienced was exceptional. As a first-time user of Equiniti in a sad circumstance, each step of the way was made clear, with such kind reassurance and patience. Thank you so much.”
4. Providing out-of-hours support
We understand that not all shareholders can contact us during the 9 to 5 – especially those in different time zones or with busy schedules.
That’s why we offer out-of-hours web chat, giving shareholders an easy, convenient way to get help when it suits them best.
One customer shared:
“I started an online chat with Fatima at 17.27pm (their lines close at 17.30pm). Fatima was very helpful and extremely patient (no indication of me "chatting" so close to 17.30pm being an imposition). She gave me the time that was needed to answer my query.”
5. Handling sensitive situations with compassion
We regularly support shareholders through difficult life events, such as bereavement or power of attorney transitions. Our team is trained to offer empathetic, practical support at every step.
One reviewer put it simply:
“The assistance I received today from Jeanette was invaluable. I have been putting off doing anything about my late Dad’s stocks and shares for more than a year as I know nothing about them. She made the process simple and uncomplicated. Thanks again Jeanette”
6. Supporting vulnerable shareholders
Some shareholders need extra support – whether due to health issues, accessibility needs, or financial vulnerability. We’re trained to spot the signs and adapt our approach, giving every shareholder the care and attention they need.
As one self-described technophobe explained:
“I needed a lot of help online, and the telephone Helpline was wonderful: they stayed on the phone and guided me every step of the way - very helpful and polite and, above all, extremely patient with this technophobe! All matters successfully resolved with their care and patience, thank you."
7. Staying one step ahead to prevent bottlenecks
We track volumes and patterns to predict when demand will spike – such as during dividend runs or large corporate actions. That helps us plan ahead, balance workloads across teams, and minimise wait times even at peak periods.
One shareholder described the difference it made:
“My Mum and I have been trying to sell her Shares for months now but couldn’t work out how to do it! Just come off the phone from Sharon who talked me through it step by step and made the whole process so easy. She was so helpful and friendly and when I got stuck at any point, she told me what to do. Thank you so much Sharon.”
8. Taking the time to understand you and your shareholders
We work closely with listed companies to understand their shareholder base and tailor messaging that resonates. By anticipating what might prompt questions or confusion, we help clients provide clearer communications and signpost support effectively, which help reduce call volumes and improve the overall experience for shareholders.
A recent reviewer appreciated how this approach simplified things:
“As a relative newcomer to shares and share dealing this person provided a kindly, courteous and successful experience. She helped understand that I only need ONE Portal and that all my investments can be accessed by one set of actions. This has really simplified both my understanding of the site - but even more my capacity to use it for the purposes intended! Altogether a rewarding experience!”
9. Motivating the team that supports your shareholders
Happy, motivated teams deliver better service. From regular coaching and recognition to providing career development opportunities, we invest in our people, so they stay engaged and focused on delivering the best possible support to your shareholders – day in, day out.
One shareholder said it best:
“It was lucky to speak with Meena, she answered and sorted out everything I wanted to know and rearrange she had lovely manner; she was polite, quick, knowledgeable and happy, I definitely hope it’s Meena I speak to again!”
10. Making the Shareview experience smoother
We support companies in creating a seamless Shareview experience, tailoring messaging to improve clarity and signpost more effectively. And when things don’t go to plan, we act fast, working with clients to provide timely updates and reassurance.
As one user shared:
“The person I spoke with was clear, efficient, polite and patient. The dealing service was dealt with in a timely manner with full explanations provided. I was very impressed how there was a seamless and smooth transaction. Thank you”
Going the extra mile
At EQ, we know that every shareholder interaction reflects not just on us, but on the companies we represent.
That’s why we go the extra mile – with empathy, precision and forward-thinking support that builds confidence and trust.
Because when your shareholders feel informed, respected and well looked after, it strengthens your brand, your reputation and your relationships.