We are here when you need us
Our client service team is here to help you use our trading platform to its full potential, whether you are joining for the first time or expanding how your teams use it today. From onboarding and training through to ongoing guidance and new release updates, we are proactively focused on making sure you and your team always get the most from PPL. You’re much more than a user. You’re part of a more connected market community.
Onboarding new clients
Getting started with PPL is straightforward. Our onboarding team guides you through every step, from setting up your account and configuring your environment to supporting you in placing your first risks on the platform. We make sure you and your team are up and running from day one, with training, guidance and support if you need help along the way.
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Managing users, teams and stamps
Stay in control of who has access to what across your organisation. Whether you’re adding new users, configuring team permissions or updating your stamps, we give you the tools and support to manage your setup quickly and easily.
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Training
We offer three ways to help you and your team build confidence and capability on PPL. WalkMe is embedded directly within the platform, providing on-screen guidance, feature explanations, terminology support and interactive walkthroughs exactly where and when you need them. Our Learning Management System gives you on-demand access to a growing library of videos, guides and structured learning paths, available at your own pace. And for teams that benefit from more hands-on support, we run regular webinars and can arrange on-site training sessions tailored to your team.
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Platform releases
We operate a continuous improvement release cycle, regularly delivering new functionality, improved tools, and platform enhancements designed around how you work. Alongside major releases throughout the year, ongoing software upgrades help you benefit from new capabilities without disruption. We keep you informed of what’s new, changed and coming.
Got a question?
Find answers to common questions about using PPL, from getting started to managing your account day to day.
How do I get started?
Simply submit your details in the contact us section below, and we’ll arrange a call to confirm your requirements, share pricing, and outline the best setup path for your firm. Following that we will send your Market User Agreement (MUA) for signing. This is your formal contract with PPL to quote and bind on the platform.
How do I add or remove new users, teams or digital stamps?
Download our forms to detail your organisations new configuration and submit this to hello@ppl-london.com.
How do I raise a support request?
If you require assistance with the PPL platform, please contact our Support Desk in the first instance.
You can reach our Support team through:
- Email: support@pplnextgen.com
- Telephone: 0808 178 8081
- Service Portal: support.pplnextgen.com
Once received, your request will be reviewed and triaged by the appropriate team. Where necessary, it will be escalated to a subject matter expert or other specialist team for further investigation and resolution.
To help us resolve your enquiry as quickly as possible, please include relevant details such as screenshots, error messages and the steps taken before the issue occurred.
How do I submit a new enquiry?
For enquiries relating to:
- New organisations or entities
- New clients
- Additional products or services
- General business enquiries
please contact our team at hello@ppl-london.com.
Your enquiry will be reviewed and directed to the appropriate department, who will contact you regarding the next steps.
I need help completing a Due Diligence, Operational Resilience or Security questionnaire. What should I do?
Please submit your request via the Support Desk support@pplnextgen.com in the first instance.
What is the onboarding process?
Our onboarding process is designed to ensure your organisation is configured correctly, and your users are set up for success.
The process typically includes:
- Initial consultation with our Business Development team to discuss your requirements
- System configuration and setup
- User and permission setup
- Testing and validation
- Training and go-live support
The duration of onboarding varies depending on factors such as organisational complexity, integrations and project requirements. A tailored delivery plan and timeline will be provided during implementation.
As part of the onboarding process, you may be asked to provide information relating to your organisation, users, configuration requirements and project contacts.
How do I request changes to my organisation?
For changes such as:
- New stamps
- Amendments to existing stamps
- New teams
- New users
- User amendments
- User removals
- Broker code changes
- Organisation structure updates
- Other configuration changes
Please complete the applicable form found in the Managing Users, Teams and Stamps section of the Useful Documents page and submit a service request to the Support Desk at support@pplnextgen.com.
To help us process your request efficiently, please provide as much relevant information as possible, together with any supporting documentation or approvals where required.
Submitting requests in advance of your required implementation date will help ensure sufficient time for validation, testing and deployment.
Can I arrange training or a product demonstration?
Yes.
We can support a variety of training and enablement activities, including:
- New user training
- Refresher training
- Product demonstrations
- Guidance on newly released functionality
- Bespoke training sessions where appropriate
Please contact the Support Desk support@pplnextgen.com, who will arrange the most appropriate assistance for your requirements.
I have a finance, billing or contractual query. Who should I contact?
For enquiries relating to:
- Contracts
- Renewals
- Pricing
- Invoices
- Purchase orders
- Billing matters
please contact the Support Desk support@pplnextgen.com in the first instance.
Your enquiry will be routed to the appropriate team, who will review and respond accordingly. This approach helps ensure your request is tracked and managed efficiently throughout its lifecycle.
How do I check the status of my support request?
You can monitor the progress of your request via the Service Portal or by contacting the Support Desk support@pplnextgen.com and quoting your ticket reference number. Ticket references are issued in the format REQ######## (REQ followed by eight digits), which will help us locate and provide an update on your request efficiently.
Our support team will keep you updated on significant developments, and you may also receive automated notifications as your request progresses through the support process.