"Here we are again....."

Here we are again......
3 different people over the last 3 weeks, 3 months on from my first trust pilot review and another form has not been sent AGAIN..
I knew the form hadn't been sent even though they told me it had because I have no trust in James Hay anymore and I believe I was right. I am now waiting for the complaints team to contact me but reading the reviews I'm not holding out much hope of that either. It's been a shambles from the start. Every phone call I make they ask to speak to my dad to go through security questions and everytime I have to tell him he's died. Why wouldn't that come up on the screen?? They have the death certificate!!

"On line access sorted!"

Managed to lock myself out of my SIPP account but a single call to James Hay and Elvan Scott sorted it all out in minutes! So pleasant and helpful and not done in a rush

"Elvan Scott"

Thank you so much Elvan for your patience and help regarding my query.

"Thank you to Elvan Scott"

I needed some help regarding my SIPP and Elvan was extremely kind and supportive. We are just now waiting for the figures to be clarified so that I can move forward. Thank you!

"Tracie Kidd was charming"

Tracie Kidd was charming, informative and very helpful. She also demonstrated great patience talking me through the steps required to correct my issue. I’m an octogenarian with impaired hearing.

"Great customer service provided by…"

Great customer service provided by Elvan in relation to my SIPP. Very patient and helpful and stayed with me until the problem was resolved. Gave clear information about the process I was enquiring about.

"dealing with James Hay"

It was a pleasure to deal with Tracie she explained in
laymen terms a full explanation of my queries .
Tracie was very patient and put me at ease I recommend the experience to be 5 Star.

"A shining light in the darkness"

Overall, James Hay is shocked at the moment. However, I recently found an excellent support person at James Hay, who was a shining light in a very dark firm, and this was Laris McIntyre; if only the other customer support people were as efficient and helpful! Thank you Karis for your excellent work!

"Elvan was polite and helpful."

Elvan was polite and helpful.

"If it was possible to leave a zero star…"

If it was possible to leave a zero star review, I would. My father passed away last year and, as executor of the will, I've been trying to get his pension transferred over to my mother. This has still not been sorted and no monies have been forthcoming. It's impossible to speak to anyone in the Claims Team, all the contact team are able to do is pass on a message. They haven't responded to emails requesting an update despite writing to tell us the plan was set up in February. It's an absolute nightmare and this is whilst grieving for my father. My mother is distraught and even their complaints department haven't bothered to respond to the questions put to them.
I would not recommend this company to anyone wanting a good service.
UPDATE - it's amazing how this prompts action and it shouldn't have to come to this. No answers yet though.