"Having requested a cash withdrawal on…"

Having requested a cash withdrawal on the 28th October l am still waiting for the funds to be released to me. They have been sitting on my cash, in parts from 3rd December to the 10th. Having just been told they are unable to give me a date for the funds to be transferred to me l find it unethical that they are sitting on my money. Their excuse is that they are training new staff! James Hay are not only earning interest on quite a sizeable amount of my money but will charge me for the pleasure. A matter for the financial ombudsman i think!

"Great customer service"

Spoke to Alex Copp on customer service who helped produce an illustration for us. He was very helpful and very friendly!

"SIPP customer service non existant …"

For the last 7/8 years my IG SIPP has been administered with JH. After Nucleus indicated that the annual charge would be increased substantially I decided to transfer the SIPP to Interactive Investor. The process has been extremely stressful due to the delays and lack of communication between IG and JH. Interactive by comparison always respond quickly and accurately and have chased JH continuously. After 5 months I am hopeful that the transfer will conclude this year. I can only say that I am pleased that I decided to move to Interactive. I would not recommend using James Hay even after the rebrand to Nucleus.

"Great Customer Service from Elvan"

I recently had the pleasure of dealing with Elvan Scott, from your Customer Support team. She handled my enquiry promptly and efficiently and even called me back when my line cut out.
Great customer service.

"I had an issue with a technical side of…"

I had an issue with a technical side of the portal. Elvan Scott was amazing, so patient with me and really knew her way around the portal. Really helped me out.

"Slow payment of pension funds"

I recently asked for a payment from my pension fund (part of my 25% tax free allowance) there were many delays and missed SLAs which caused me to raise a complaint and lo and behold I received the funds the day after raising the complaint- that said the agent who was dealing with me ( Raven Lyness) was absolutely brilliant - she called me regularly ( at least weekly) even if there wasn’t any real update or good news. I think she did everything she possibly could to assist me with escalations and asked if I wanted to raise the complaint. She gave exceptional service but was hamstrung by what seems to be inefficiency in other departments. Also subsequent to my complaint I have been contacted by John Irvine from the complaints team - he chased me several times before he was able to get hold of me and his service and resolution was also excellent- so not all bad - clearly some talented customer focussed people but some areas for improvement

"Friendly and Efficient service"

I recently changed my drawdown payments, and Alex Tapp was extremely helpful in assisting me navigate my way through this transfer.

"Needed help with a client drawing…"

Needed help with a client drawing benefits from a SIPP. Alex Copp was helpful and professional, and he got things moving forward. Excellent stuff.

"Elvan Scott was very helpful"

Elvan Scott was very helpful, to time to understand my enquiry and obtained the relevant information.

" Changing income drawdown"

I had an issue with changing income drawdown and I received very helpful advice following a phone call to Megan Bennett. She was able to sort my issue out where I had not been able to via the Secure message. Her assistance ended a lot of frustration.