"This has been the worst customer…"

This has been the worst customer service I have ever encountered. I requested a lump sum withdrawal on August the 29th. I still have not received it. I have the funds available. The case has been escalated 5 times. Escalation in the James Hay lexicon is utterly meaningless. I have been forced to go into debt and been charged fees for FX that I had not budgeted for due to this disgraceful service. I have spent hours chasing and still do not have my money.

"Prompt response, helpful and good humoured"

Prompt response to my call about the technicalities of transferring my SIPP pension. Megan was very helpful, checked with her team that the advice was correct. Polite and good humoured. An excellent experience.

"Great support from Alex Copp"

Great support from Alex Copp, went above and beyond to solve my query.

"Spoke to Alex Copp"

Spoke to Alex Copp, was really helpful and helped me through quite a technical query.

"Spoke to Alex Copp"

Spoke to Alex Copp. He was polite and got the information I needed quickly.

"Atrocious customer service"

James Hay has gone from bad to terrible to diabolical in terms of response times and customer service levels. I really like their platform and the link with IG, but when a person has to do something the waiting times are atrocious. When you call, you always are held forever in a queue to speak to someone. Processing a simple form takes weeks. Even formal complaints take weeks to respond to, and an email to the CEO is ignored. I'm just shocked that a company so badly run and with such a horrible attitude to its customers manages to survive in such a competitive market. Certainly if there was anyone else who offered a connection with IG I would transfer my SIPP in a heartbeat. If you can have your SIPP somewhere else, stay away from James Hay.

"Fantastic service from James Hay"

I spoke to Alex Copp on the telephone regarding some issues that I was having unravelling a problem with the tax I was having on my pension. He could not have been more helpful, sourcing the relevant information, and doing a deep dive into my pension plan, phoning me back subsequently at exactly the appointed time, having spoken to all the relevant people to obtain further details and answers. The service that I received was absolutely first rate.

"I had a query about completing your Benefit Payment Forme of…"

I had a query about completing one of your forms and was dealt with by Elvan Scot who was very helpful in providing information and advice on completing the form. She was polite and efficient.

"Alex Copp was so helpful and explained…"

Alex Copp was so helpful and explained everything really well.

"The person on the phone helped me navigate the website me…"

The person on the phone helped me navigate the website very successfully. She was efficient polite and helpful