"Luke Ward professional excellence personified"

Luke Ward could not have been more helpful as we worked our way through an important milestone change to my wife's SIPP. I have not dealt with James Hay by phone previously but I will readily do so if necessary, based on this 5 Star experience !

"Proffessional and helpful on the phone"

Proffessional and helpful on the phone

"Rachel Molino showed patience and understanding"

Rachel Molino showed patience and understanding of my problem and helped me through to a satisfactory conclusion

"Well done Samantha Doe"

Well done Samantha Doe. You stayed on the phone as I pummelled my way through absurd Pension regulation requirements helping me innumerable times when I would have run up against a life sucking lack of information to hand. You were both knowledgable and capable of helping me to understand the opaque terminology that would have floored me on more than one occasion. You did your firm and yourself proud today. Well done and thank you. Des

"Got all the help I needed."

Got all the help I needed.

"Good listening skills and excellent…"

Good listening skills and excellent awareness of the procesess

"James Hay Partnership lack of Fiduciary Duty"

I can honestly say that the James Hay Partnership Pensions/SIPP should be avoided at all costs.
I agreed to cash in my Pension with James Hay Partnership on 3/5/23 via Mercer their Parent Company.
30/5/23 - signed the JHP Acceptance Form to cash in with immediate effect.
16/6/23 - remittance advice forwarded to me by Mercer
20/6/23 - chased up with position and was confirmed by Mercer that 'funds should turn up in next 3 - 5 working days'.
23/5/23 - James Hay Benefit Payment Form completed and forwarded to JHP H/O. Confirmation Form received by JHP.
26/6/23 - Transaction Statement received from Mercer
5/7/23 - Mercer confirmed by e-mail that JHP are just waiting for 'investment management team closing letter'.
18/7/23 - spoke to Ajiri at JHP and he confirmed monies should be with me in 2 days time. No monies to date received.
11/7/23 - Mercer confirm to me by e-mail 'investment management account now closed' and I should be in a position to receive monies.
26/7/23 - 26/7/23 I received a letter dated 11/7/23 from JHP about Risk Warnings. I had already called JHP confirming I understand everything and would like my monies.
27/7/23 - telephoned JHP and spoke to Tony Murdock who confirmed telephone call was recorded ( I said great ) as I outlined I now believe some sort of intentional delay is possible ' and at work at JHP '. I confirmed that i am now very concerned they/JHP have my monies. TM confirmed he would call me back later in the day to update me but no phone call received.
27/7/23 - e-mailed Robert Wakefield, Senior Services Executive, JHP requesting immediate return of my monies. No contact from Robert Wakefield to date.
27/7/23 - e-mailed Joshua Brooks, Mercer who outlined he would follow up and update me. No contact by return to date.
28/7/23 - follow up e-mail to Robert Wakefield and waiting for a response.
Conclusion : I believe that James Hay Partnership are a non credible Pensions Company without due care or attention.
I now will write to the Financial Regulator and report what's happening.
Please be aware of the above especially if your Pension Monies are of prime importance.
Many thanks,
Michael E.

"Telephone lines are down"

Telephone lines are down, message to use secure messaging given but im being asked to contact customr services which i a=cannot as phones are dowm]n. Also message states i can contactm the contact centre email, i did but got a message saying they cannot respond by email to sensetive requests!!!

And im trusting these guys with by pension !!
I am thinking of transferring my money yo another provider
Really poor show!

"Extreme difficulty transferring money out of James Hay - AVOID THEM AT ALL COST!"

I wish i could give James Hay (JH) negative stars.

In Dec 2022 i had filed a form with JH wishing to move my pension elsewhere (as their charge is high and performance does not justify such high fees). After around 2 calls a week to proactively follow up on situation (and each call involves at least 10-30 min of waiting before i can speak to a human for another 30-40 min explaining why im calling and being told to wait so they can “liaise internally”), and various verbal and written threats to report them to FCA, I had finally - after 7 months, SEVEN MONTHS - successfully managed to move my pension to my new provider, whose service and value for money is leagues above JH.

Over these 7 months i have lost on average 2 hours of my life PER WEEK begging them to transfer my hard earned money out.

I had throughout this nightmare of a process witnessed first hand how incompetent this organisation is as a whole. The amount of mistakes made by its staff, ranging from sending the wrong letters to the wrong address, to misquoting law/ regulations to tell me why i cant transfer my pension out, left me wondering if (in a best case scenario) they have any internal training for its staff/ any standards when it comes to hiring and if (in a worst case scenario) there is actually malicious intent to delay as much as possible the transfer out of my pension

All of the above led me to the conclusion that my pension will forever rot with them if i dont file a complaint, purely because no one there could care less about competent customer service (im not even asking for above and beyond, just basic competence!). This led me to eventually file a complaint to their internal complaint team (as this is a step required to file a complaint to FCA, which i realised must be done if i ever want to see my money again).

Within approx 4-8 weeks of the complaint, my money is finally moved out of JH. That was the most relieving moment of 2023 thus far.

Take my word - STAY AWAY AT ALL COST!

"Damien Elliott has been great this…"

Damien Elliott has been great this week. He as delivered all my queries in a timely manner and is very efficient

Thank you for your help Damien

Regards
Sharon at Evelyn Partners