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 an... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Lisa at James Hay was extremely knowledgeable and fantastically patient in familiarising me with the online portal and kindly explaining (more than once!) all aspects of the SIPP which had been passed... See more
Company replied
A charming and patient young man asssisted me in negotiating your website and finding the correct from I will need to complete. He even waited patiently while I found the correct way to print the... See more
Company replied
I. made a blunder on my pension administered by James Hay; however, I was fortunate enough to end up with Shilpi. She was much more efficient than anyone else I have been in contact with in recent mon... See more
Company replied
Company details
Written by the company
The retirement wealth planning investment platform and home of the Modular approach to investing through the Modular iPlan, Modular iSIPP, Modular GIA and Modular ISA. As one of the UK’s first SIPP providers, we have developed a secure platform with a flexible proposition for you to manage your clients' investments all in one place - The Modular iPlan. We pride ourselves on our wealth of experience and our innovative approach to retirement wealth planning. That is why we are trusted by over 57,000 investors. We understand that things like personal circumstances, life altering events, or health can sometimes mean our customers need some extra support from us. For more information on the support we can provide please visit https://nucleusfinancial.com/supporting-customers or speak to one of our team.
Contact info
Suite 202 Warner House, SP1 3TB, Salisbury, United Kingdom
- 03455 212 414
- tellushowwedid@jameshay.co.uk
- www.jameshay.co.uk
4.3
Excellent
653 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 58% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Helpful and quick response
The wait on the James Hay customer service line is always short. On today's call Lucie Walker was very helpful and was quick to answer all my questions. Thank you.
15 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Alan,
Thank you for the 5 star review. We are pleased to hear how helpful you found Lucie, and we will be sure to pass your compliments on.
Kind regards
James H
Great service from Raven Pitman today
Great service from Raven Pitman today. Thank you.
15 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Steve,
Thanks for leaving us this review.
We greatly appreciate the feedback and we will pass your compliments on to Raven.
Kind regards
James H
Well done Aaron!
Very pleased with the service from Aaron Salmi-Clack this morning. Phone was answered promptly and he processed my request in an efficient and friendly manner.
15 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Peter,
Thank you for taking the time out to leave us this review, we are happy to hear how efficient and friendly you found Aaron.
We will be sure to pass your compliments on to him.
Kind regards
James H
I spoke to a lovely young lady called…
I spoke to a lovely young lady called Lucy who couldn’t be more helpful if she tried.
I would like to thank her for the help that she gave me,
Many thanks
D Owen.
14 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Dave,
Thank you for taking the time out to leave us this 5 star review.
We are so happy to hear how helpful Lucie was and we will be sure to pass these kind words on to her and her manager.
Kind regards
James H
Impressive, professional customer service
I continue to be impressed by the very high level of professionalism, care and attention provided by James Hay's Customer Services team.
14 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Donald,
Thank you for leaving us this review, we are happy to hear how professional you found our customer service team.
Should you require any further assistance, please get in touch.
Kind regards
James Higgins
Brilliant service!
I'll tell you something! Lisa dealt with me and was so patient and helpful and deserves a big promotion/pay rise.
I was most impressed.
Sir Thomas Jackson
14 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Sir Jackson,
Thank you so much for leaving us this review, we are so happy to hear how patient and helpful you found Lisa.
We will be sure to pass on your kind words to her and her management.
Please get in touch if we can assist you with anything else.
Kind regards
James H
Special thanks
I would like to thank Megan, Lisa & Alex Copp for being so attentive whilst trying to help me with the processing of our clients'income recently. As 'front of house' staff, they have been thorough and considerate which isn't always backed up by the processing that actually happens in the background. Thank you very much to them all
10 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Lisa,
Thank you for taking the time out to leave us this 5 star review.
We are happy to hear how helpful you found our team, and we will be sure to pass on your compliments to them.
Kind regards
James H
Lisa was very helpful and efficient
Lisa on the telephone help line was extremely helpful today walking me through the Lump Sum withdrawal process. Thank you!
10 October 2025
Unprompted review
Reply from James Hay Partnership
Good morning,
Thank you for taking the time to leave us this review.
We are happy to hear how helpful you found Lisa.
Kind regards
James H
William Slade was particularly helpful
William Slade was particularly helpful. I would recommend everyone should ask for him. He guided me through a complex process with great patience. I award him 11 out of 10 stars
10 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Mrs D,
Thank you for your kind words on William, and for taking the time to leave us this 5 star review.
William will be happy to hear how helpful you found him, and we will be sure to pass on your compliments to him.
Kind regards
James H
Customer service experience
I called and didn't have to wait long to be connected which was great. Then Alex Copp provided me with excellent support in dealing with my pension query. An excellent customer service advisor with a caring attitude.
10 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Arv,
Thanks for leaving us a 5 star review. We are happy to hear how supported you were by Alex, and we will be sure to pass your compliments on.
Kind regards
James H
Good experience so far
I have not yet completed the transaction which is taking tax free pension cash. So far the response has been excellent. One quibble is that I had sent a secure message on their system but the relevant team had not shared this with the person I have been dealing with.
9 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Mark,
Thank you for your feedback and for sharing your experience so far. We’re glad to hear you’ve received excellent service and appreciate your comments about communication through our secure messaging system.
We’ll make sure your feedback is shared with the relevant team, as we’re always looking for ways to improve and make the process as smooth as possible.
Kind regards
James H
James Hay
Simply a case of re-gaining access to my James Hay account; the outcome was successful aided by
Ersilia Russo Customer Service Executive. Grazie molto!
9 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Mr Tunley
Thank you for your kind review! We’re so pleased to hear that Ersilia was able to help you successfully regain access to your account.
We’ll be sure to pass along your kind words to her, grazie mille for taking the time to share your feedback!
Kind regards
James H
Natalie was extremely professional and helpful.
Professional, patient, helpful and courteous.
8 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Janie,
Thank you for taking the time out to leave us this 5 star review.
We really appreciate the feedback.
Kind regards
James H
Very impressed
Had the pleasure of being assisted by Natalie multiple times. She has been very helpful and professional every time and is an asset to the company.
7 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Harry,
Thanks for taking the time out to leave us this 5 star review.
We really appreciate the feedback and we will be sure to pass your compliments on to Natalie.
Should you require any further assistance, please get in touch.
Kind regards
James H
Great customer service
Great customer service. Elvan Scott helped me with everything I needed over the phone and even gave advice on how to save time in the future.
6 October 2025
Unprompted review
Reply from James Hay Partnership
Good afternoon,
Thank you for taking the time to leave us this 5 star review.
We really appreciate the feedback and we will be sure to pass your kind words on to Elvan.
Kind regards
James H
The CSR Elvan Scott was incredibly…
The CSR Elvan Scott was incredibly helpful and the whole experience was smooth and very quick.
6 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Tim,
Thank you for the 5 stars, we are happy to hear how helpful you found Elvan helpful.
Kind regards
James H
Smooth quick,.....easy sailing 2 each…
Smooth quick,.....easy sailing 2 each item and information.
To infinity......
Natalie
6 October 2025
Unprompted review
Reply from James Hay Partnership
Good afternoon,
Thank you for leaving us this review. We will be sure to pass your compliments on to Natalie.
Kind regards
James H
Customer Service
I have just spoken to a member of staff from James Hay regarding my pension . I was delighted with the customer service i received from Elvan Scott ! thank you for your assistance Elvan !
6 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Joe,
Thank you for taking the time out to leave us this review.
We really appreciate the feedback and we will be sure to pass your kind words on to Elvan.
Kind regards
James H
Kate Pittman was my retirement angel
Kate Pittman was my retirement angel. Nothing was too much trouble and she was so patient.
3 October 2025
Unprompted review
Reply from James Hay Partnership
Good morning,
Thank you very much for your kind review. We really appreciate you taking the time to let us know about your experience with James Hay.
Your feedback will be passed onto Kate, we love to hear when our people have been patient.
Kind regards,
Tanya
Great Customer Service.
Aaron was very helpful with my enquiry. He was polite and patient. Excellent customer service. Thanks Aaron.
3 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Katie,
Thank you for giving us a 5* review. We greatly appreciate the feedback you have provided. I will pass your feedback on to Aaron. It’s great to hear that they were polite and patient.
Kind regards,
Tanya
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