"Excellent assistance from David Boucher"

Excellent assistance from David Boucher

All interactions with your firm should be like that

"I had a problem logging into my account…"

I had a problem logging into my account and Tracie Kidd was excellent in helping me resolve it. I am hard of hearing so it can be difficult on the phone for me. She patiently talked me through it until I was back in. Lovely personality with a sense of humour. Well Done.

"Michael Wilson was terrific"

Michael Wilson was terrific: clear, patient, helpful, knew what he was doing. Asked me questions to check that I had completed a long questionnaire correctly (I hadn’t, I’d made one error which his question caused me to correct).
Tom

"Amazing service"

I lost my husband recently to Alzheimer’s and have been trying to deal with the financial fallout of that since his death. I have had the most compassionate and amazing help since then from Georgia Revell, who has gone out of her way to help me and make things easier during a difficult time - I can’t praise her enough.
And today I spoke to Chris Kwapisz who helped me enormously to access the portal. He was so understanding and easy to communicate with, especially as I am elderly and not familiar with portals.
I have just recently inherited my husband’s SIPP and these people are definitely the reason I shall be happy to leave our savings with James Hay.

"Password Reset"

Very polite and efficient service from Elvan Scott 👍

"Elvan Scott was extremely efficient"

Elvan Scott was very courteous, thorough and effective. She was able to restore my former online account quickly and without fuss. She did put me on hold for a brief while but did so with an apology, and returned quickly to finalise resolution of my issue, and stay online while I changed some necessary details on the account. It was my first in-person re-engagement with the James Hay team and it was a promising one.

"Proactive guidance."

I phoned in for guidance. I spoke with J Goddard who answered my questions clearly - despite the complicated process. I also learned various options that I had not previously been aware of. Many thanks

"This company is a total nightmare"

This company is a total nightmare. The response time on average is one week. Left hand doesn't know what right hand is doing. I asked to close the account and I received answers to my questions a month after asking them, long time after requesting closure of the account. The due dilligence process is a nightmare once a week message, any question, any comment takes another week so now I am two months after originally asking them to close the account and move to a new administrator...and despite the fact that the funds were available on the day of request I do not know when I will get my 900,000 USD back. I am losing monthly 4500 USD riskless, this is my life savings and they keep treating me like beaurocratic problem. Insane. FCA should look closer at their reckless processes, time of response, or even interest on cash funds - 2% at the time of 5% interest rate. There is a beautiful response to every concern but the fact is that my funds are blocked by their irresponsible careless process for two months, inflation is eating them and I really do not know when this nightmare will end.

"Former customer returns - gets excellent service"

Elvan Scott was very courteous, thorough and effective. She was able to restore my former online account (dating from 2017) quickly and without fuss. She did put me on hold for a brief while but did so with an apology, and returned quickly to finalise resolution of my issue, and stay online while I changed some necessary details on the account. It was my first in-person re-engagement with the James Hay team and it was a promising one.

"James Hay are absolutely useless"

James Hay are absolutely useless. They have supposed to be paying my pension for the last 3 years. If I get it all I am lucky. If I get the same amount each month i am lucky. They are without doubt the most useless company I have ever dealt with and am considering reporting them to the FCA for total incompetence. I am sick to death of them.