"Just one call to get my problem solved…"

Just one call to get my problem solved Elvan was very helpful in sorting out my query

"I needed to change my payment schedule"

I needed to change my payment schedule, something that has to be done on line. I’m not a techie person, and get nervous and annoyed when things don’t go right. So not an easy client.
I called JH after failed attempts to login. The person I spoke to spent 45 minutes taking me through the process. First getting me logged in, then completing and checking the form. His kindness and patience were admirable. I am extremely grateful to him. The situation is now resolved to my satisfaction.

"Helpdesk support"

I recently had some problems logging to my account and so I contacted the helpdesk. I spoke with Antonio Murdoch who was prompt in answering the call (no wait time), courteous, polite and genuinely interested in getting me back up and running. This he did with clear and simple instructions and was happy to stay on the line until I was sorted. A very good experience.

"Operator error!"

I had a problem logging on to the portal, which turned out to be operator error on my part. Elvan Scott was very helpful in resolving my query. She was polite, patient and positive.

"Was hopeful but same old service"

An immediate response after my last Trustpilot posting raised hopes (why a fast response to trustpilot reviews and not to direct secure messages from clients?) but sadly messages are still responded to over a much longer timeframe than the 24 hours stated, if at all, and queries are answered in part or not at all. One question from the enquiry that prompted my earlier review is still not answered after being passed to the relevant team.
The latest is three messages so far and counting to get some basic information updated. A different person answers each time; I would like a personal account manager.

"locked account issue resolved quickly"

response time and service to resolve the issue was prompt.

"Fabian de Gouveia, my unusual experience of helpfulness"

Fabian de Gouveia was an unusual experience for me when he answered the phone to my enquiry at James Hay.
Not only was he extremely helpful, but he was also very knowledgeable in his replies throughout our conversation.
He listened carefully to my questions, allowing me the courtesy of time to explain my issues in layman's terms.
It was refreshing to encounter such genuine dedication to discovering the client's problem and helping them with it.
His respectful support gave me a remarkably important boost at a difficult time.

"Reference for Isabelle Grant"

I have referred to Isabelle Grant on several occasions because she has a high level of expertise. Complex and difficult problems - she always finds a solution. She is very professional, courteous and an exemplary member of your staff at James Hay.

"Excellent customer service from Tony…"

Excellent customer service from Tony Murdoch today. Got straight through on the phone, no waiting time. Vert unusual in today's world. Well done James Hay

"Wrong information"

I was advised in early October that a tenant of a property in a SIPP had considerable arrears. I wrote back saying that this didn't appear to be correct and asked for an explanation. After one month with no response I wrote to the CEO asking if he considered this acceptable service, sadly again no reply.