"Alex Copp's service is amazing"

I had a call with Alex Copp, who was very helpful and answered all my questions in detail. Great service!

"Very helpful"

Very helpful, covered all the questions

"Waiting for a new super duper IT system before quality of service improves!"

22/11 - An escalation is just that - to be dealt with urgently. Took James Hay over 2 weeks to do so, with two phone calls from me, and numerous interactions from the institution I am moving over to. Why did it take this post for JH to react? I refrained from a letter of complaint, where I would have probably got some ££ too! Gone past that stage with this company. No reason provided as to why the escalation took 2 weeks - this remains a mystery.
Prior to 20/09 - I have held my SIPP with JH for close to 20 years. In that time I have had very little interaction action with them as most of my interaction is with the investment manager. Recently, JH announced that they were terminating their relationship with the investment manager as they are in the process of rolling out a new investment platform. Due to the extremely high charges, I decided to move to a more reasonably priced competitor. It has taken 2.5 months, and my SIPP remains with JL. During the same time I have other SIPPS moved from other managers to the new one.
Excuses, one after the other - and in this age of technology, they still are very slow to communicate with investment managers. I'm told that things will improve once the new IT system is in place - but that doesn't help the customers like me. Why is it that my other transfers concluded weeks ago - Barclays and AJ Bell?
Seems that as soon as one decides to move away, the service is at a snail's pace.
Please think before you use these guys! You have been warned

"I wanted to leave a short review about… Megan Bennett"

I wanted to leave a short review about one of James Hay's call handlers, Megan Bennett.

I have been having difficulties in getting application forms, which have been DocuSigned, accepted by James Hay. Apparently, my firm is not "on the list" - trouble is, there is no list, but James Hay haven't told their staff!

This review is not about James Hay however, it is about Megan.

Despite the difficult circumstances, Megan took 45 minutes out of her day to help with my problem. Megan was very professional, diligent, helpful and friendly throughout, despite my growing frustrations at the situation.

I got a call back later that day from Megan, with a resolution to my problem.

Thank you so much Megan, I expect if I hadn't come from you, my issue would still be unresolved.

"Denied the existence of my pension plan!"

They ended up giving me £150 compensation. Twice they gave pitifully slow service when I requested a flexible drawdown from my SIPP. At first the denied that the investment existed. Then they said that they had found it but couldn’t pay me my pension due to software problems. On the advice of my Independent Financial Adviser I’m transferring the >£0.5M investment into Quilter.

"Spoke to Elvan Scott who was extremely helpful…"

Spoke to Elvan Scott who was extremely helpful and professional and was able to take me through step by step to get me the positive result and also a great positive experience. Superb customer support and thanks again

"James Hay Telephone Advisor service"

I would like to praise Michael Horrocks for the excellent service I received today on the phone. He was extremely professional and patient in addressing my concerns, as well as checking some points with other advisors to ensure he answered all my questions in a correct, clear and understandable manner. I felt reassured and well taken care of throughout the call. I appreciated his attentive approach and helpful attitude.

"Phone Call"

Called James Hay today and spoke with Sophie Dillon who was very helpful and helped talk me through a tricky process, with great patience and humour.

It is sadly quite unusual now to expect a good service but certainly Sophie provided that today.

"Had to call the James Hay pension…"

Had to call the James Hay pension helpline. Surprisingly the phone was answered straight away. Sophie was amazingly helpful in answering my queries and guiding me around the online app. First class service

"Pension Changes"

Had problems in making major changes to my pension yesterday and had to telephone James Hay . Spoke with Alex Copp who went through my problems and pointed me in the right direction in a proffessional and friendly way ... all resolved .