James Hay Partnership Reviews 

I have been with James Hay since I moved my SASS to a SIPP and their customer service is excellent in my opinion. I only have praise for their customer service and long may it continue.

Despite chasing by my IFA, I am still waiting for my pension payment four weeks after my investment manager transferred the funds.

The delay has been so prolonged that a new valuation was required, forcing me to withdraw an additional £500 — quite apart from the interest earned on my money while it has been held up. You might reasonably question whether retaining client funds is part of the business model.

Judging by the volume of recent comments, this organisation appears to be in serious difficulty. This is not routine service-complaint territory and merits regulatory scrutiny.

I notice in James Hay's answers to previous reviews they have breached customer privacy by dropping in personal information not disclosed in the review (eg by referring to the reviewer, "Andrew" as "Mr Brown". Please be careful not to do this again when and if you reply.

In reply to your reply (as Trustpilot does not offer the opportunity to reply): Thank you for the apology and explanation which I appreciate. A better-run organisation could flex to accomodate unusual spikes and what you describe does not merit JHP's suspiciously high rating on Trustpilot. Unfortunately you are not waiting for the funds - the investment manager made the payment via CHAPS on 19 December, which is instantaneous. My IFA forwarded you the confotrmation of payment as evidence of this yesterday. It seems the administrative chaos is even greater than you have described in your reply :-(.

Had a problem logging into my account with the changes to the new Nucleus programme. Rang up helpline and spoke to Thomas who was really helpful, talked my through all the step I had to take in a very clear and calm manner. When the phone line dropped mid-conversation he immediately called me back. Thanks to his clear instructions, the problem was resolved and I can now access my account, well done Thomas

I would like to say that Ariana Albrecht in James Hay has been great to deal with, she has a wonderful manner and is a great ambassador for the company. I just wish that her understanding of urgency was reflected throughout James Hay.

I have just had an extended conversation with a James Hay adviser, Sandra Gainsbury, making a number of detailed changes to my online information. Sandra was able to fully resolve my queries, and was a pleasure to deal with.

My father is very old now and I am helping him with his financial administration. He and I together sought help from James Hay with his investments.

I have never known better help anywhere, for anything. Sandra Gainsbury at James Hay was just wonderful. Not only was she polite and attentive, but she was always true to her word, and repeatedly did everything she said she would do. Many thanks for your wonderful help Sandra.

Spoke to Elizabeth Osborne this morning. Was very professional and helpful with my query.

I spoke to Elvan Scott today, who has been the most helpful and also kind person to deal with at James Hay during a rather stressful and sometimes shambolic process. I would be very grateful if this message could be passed back to her and I hope her excellent work at James Hay is duly recognised.

Spoke with Kate Pettman, she was very polite and helpful, she understood what I was after & explained what my next steps were. As a bonus I asked for support gaining online access to which she promptly send the clear details via email on setting up my online account.
Made a refreshing change to have an easy to understand call.
Thanks Kate

The call handler took time to listen to what my query was and tried to resolve but has promised to phone me back. Special mention to Sandra Gainsbury for trying to help.

Alex Copp was extremely helpful and detailed on the phone, gave me lots of time to help understand the issues at hand. I hope to catch him again for future calls.

Fabian gave a five star service, patient and helpful. Thank you!

Abbie McKinlay was extremely helpful in making sure we met some very tight deadlines as we were investing into structured products. She made sure to give me daily updates each day which were extremely helpful. My experience with James Hay is usually a painful one, but Abbie was a complete breath of fresh air and even lead to timescales that beat my expectations!

Evlan Scott was patient and helpful during the entirety of my phone call and was polite and courteous throughout. Thank you!

Spoke to Alex Copp today and he was extremely helpful. Great customer service and what an asset to James Hay!

Spoke to Kate Pettman who was very helpful, thorough and efficient.

I received so much help recently from Raj Bhosale in accessing my pension funds…many thanks Raj for your time and patience , really appreciated .

Have read your message today Damien, thank you for your support and confirmation my instruction went through as planned.

The service and response from Elvan Scott to my queries was first class.

Kate P was very helpful. The customer service team is very responsive and it is nice to have someone to talk to and get all the answers.