"I contacted James Hay and the call was…"

I contacted James Hay and the call was answered very quickly by Elvan Scott. She was very helpful and talked me through an online procedure that I was having difficulty with.
It is so nice to have a helpful person on the line who was very pleasant and patient.

"Slowly stealing your dreams"

Their messaging is at odds with their actions. Whilst they count all the interest that they earn on your cash and keep for themselves, they employ a team of customer service people who spend all their time telling you why you are not going to be getting any customer service today.

"I find it difficult to believer they are not breaking the law in the way they lose people's money"

This company is without doubt the most incompetent organisation I have had the misfortune to know and their latest disaster is just one of many. I moved pension manager and everything was set up last month. I requested an income payment from James Hay for the 1st Feb, via the secure portal in the usual way. my new pension manager transferred the money to James Hay on the 28th Jan (I have sent James Hay a copy of the confirmation). Their OWN systems show that it arrived on the 29th. For some reason, their own systems also show it wasn't until the next week they allocated it to my account (they used to do this during covid, sitting on other peoples money for days at a time). I am still waiting for it. Every time I speak to them the customer service people are extremely helpful and say they will try and find out from the investment team what has happened. Their latest idiocy is they inform me that because it is a new pension manager they only sent out the request for funds to my pension manager on the 5th Feb, even though their own systems show the money arrived on the 29th Jan. They consistently show a level of incompetence that is breath taking and how they ever got regulated is baffling. I am still waiting. Avoid this company.

"Very Poor Response Times"

I had occasion to write a review on 10th December 2024 in which I gave a 2 star review because of the very poor response times, failure to call back etc... regarding what should be regular quarterly withdrawals from a James Hay SIPP. The very long delays ( 8 - 10 weeks & counting) in dealing with what should be a routine request has completely disrupted my financial planning. The December 2024 review prompted a flurry of activity in which I was promised that things would improve, but unfortunately not only has it not improved, it has actually got worse, so I have downgraded my 2 star rating to 1 star. What a way to run a business!

"Elvan was super helpful and patient."

Elvan was super helpful and patient.

"Appalling service"

Appalling service; no response to complaints after 3 months; failure to make regular payments on time causing financial embarrassment; delay in transferring funds leading to large compensation by them

"I was impressed by Alex Copp"

I was impressed by Alex Copp, who went out of his way to get me the information that I required. He consulted with his colleagues to check on a couple of points and answered all my questions in a cheerful and polite manner throughout.

"Great help from Elvan Scott"

Great help from Elvan Scott - she was marvellous

"A Refreshing experience of Very Good Service"

Telephoned JH with expectations of a long wait and lack of confidence that I would get the information I was looking for.
BUT
Having got through quickly to Elvan Scott nothing could be further from the truth. She investigated and resolved an issue I was experiencing, provided useful information and was keen to check before ending the call that there was nothing else I required. Very Impressed!

"Alex Copp was very helpful"

Alex Copp was very helpful and answered all of my queries promptly and even offered additional support and guidance.