"Poor/Misleading Customer Service"

Tried opening a LISA account, was told I would need to submit additional ID.

I emailed this to them as advised, and a few days later got sent an email saying that someone had tried to reset my PIN. Was a bit confused so I called their customer service line, and was told that this is the email that gets sent once your account is opened after submitting ID.

Later on I was told through their online messaging system that my documents were received/approved, and was going to put some cash on my account, only to be then sent an email saying that they needed to see physical copies of my ID.

I didn't want send my ID in the post, so I called them up and spent 30 minutes on the phone, most of it on hold and being told to send the things I'd already submitted. The only resolution they could offer is putting a note on my account saying "doesn't want to send things in the post".

Overall poor and misleading customer service. Will not be using their platform despite the lower fees.

"Easy to use and very good and helpful…"

Easy to use and very good and helpful customer services.

"Far from being the simplest broker to use"

Signed up for a LISA account. Got instant error messages on the website which caused me to have to call the help line. They were not hugely helpful and said I must have an account. I advised had an account with equiti about 15 years previously and they asked for all the details, which I gave and they were unable to find this account. They stated I didn't have another account and weren't sure what the error was. Call centre was outside of the UK the agent was unable to understand the issue I was having. I eventually was only able to get into my account when the error cleared some hours later. Then I couldn't search any funds, stocks etc. Called again and was advised it was a server error, which may clear immediately or not?!?!?. I was expected to just keep trying.
Once this error clear after a day or two I tried to search for a particular fund and it didn't show. If Iogged out and search it, it appeared. I ended up having to search via the fund ticker, which I can only find by logging out, searching, copying the ticker and logging back into my account. Super annoying system, unhelpful call centre who don't understand their own systems or investing at all.

All round bad egg, will be transferring out once I have the chance to. Wouldn't recommend EQi at all for a LISA. Will not trying other products so can't comment on anything else.

"Poor service"

Before it became EQi we would tax certificates for our accountant, this year nothing asked and asked but told if you dont go in messages at the time its lost, poor service, and messages only loads a few and you cant pull back previous ones seriously considering an alternative
Service now poor for monies they take and costs for dealing

"In general good service with OK (not…"

In general good service with OK (not excellent) website which normally functions but with occasional technical issues which normally don't last for long but can be irritating.
I did have a major trading problem last year when I could not execute a trade and was given highly misleading information by brokers/traders/the website and my transaction was delayed and I therefore lost money. I complained but was fobbed off with a denial and no apology. I protested but to no avail: I never received a proper explanation. To my mind this is all too symptomatic of many large companies' behaviour. As a result I would call customer service your "customer disservice department".

"Quick set up and easy to navigate…"

Quick set up and easy to navigate website. Perfect for investing SIPP funds in shares and funds.

"I think that the staff that I have…"

I think that the staff that I have spoken to are absolutely wonderful and helpful and patient with me.However the system is badly failed by the technical gadgetry. I have been attemting to access my wife's accounts, dealing,,ISA and SIPP for over a month on virtually a daily basis, it tells me that "Error, the system is not availailable, close all browsers and try later"etc. I telephone EQi and they send me a new PIN (I now have over 40 PINs including the latest one today; details entered under telephone supervision from W0rthing; until a few days ago I never had any trouble accessing my own accounts (I do have authority to access my wife's accounts) but I now cannot access mine either. There seems to be a problem using Google Chrome and Edge though the latter did work when Google would not..I have over 1 Million £s lying idle in accounts which I ought to be able to invest whilst the market are low, but cannot and I feel that I have lost a small fortune through this enforced lack of investment inactivity. I am now waiting for a new PIN for myself and my wife probably needs another too as I have attempted to use the last one which came today twice, un successfully. I have to say that i I was asked for my opinion of EQI it would 0 out of 10.Dr J.K.Cross

"No Pin sent so could not open the…"

No Pin sent so could not open the account, but told it was my Sipp provider who sent it. My Sipp provider said no it should be Eqi, and they would have to get in touch with them. Shambolic.

"Seems to have improved."

Service seems to have improved since changing from Selftrade. I get more and relevent messages than before.
I was seriously considering dumping this account but have decided to stick with it for now.
I am not keen on the site, on screen and don't find it simple to navigate and certainly not intuitive! But as I am not a 'daily trader' it doesn't matter too much.

"I have used EQI and their predecessors…"

I have used EQI and their predecessors for over a decade for sharedealing, Isas and Sipps and never experienced any problems. In my experience they offer an excellent, reliable and reasonably priced service which facilitates the managment of investments.