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
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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
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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.
Received superb service from JHP and in…
Received superb service from JHP and in particular Alex Cott. He assisted me in the logging in routine, changed particulars and then helped to raise funds for payment to a member from his SIPP. Very pleased with the service. DGJ FCCA Financial Adviser (Oct 25)
3 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Derek,
Thank you very much for taking the time to provide us with a review based on your recent experience. Alex will be pleased to hear that you found them to be great.
Kind regards,
Tanya
Aaron Salmi-Clack made my experience…
Aaron Salmi-Clack made my experience great with his top rate customer service.
Although not very impressed with the actual JH website which is slow to update
2 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Sarah,
We appreciate that you have taken the time to share your experience with us. Your feedback will be passed onto Aaron, we love to hear when our people have been great.
Kind regards,
Tanya
Reply from James Hay Partnership
Dear Murthy,
Thank you for taking the time to leave us review. We appreciate your feedback.
Kind regards,
Tanya
Alex Copp took my call and was really…
Alex Copp took my call and was really helpful. Answered all my questions, researched some outstanding issues whilst I held on. Many thanks Alex, great service
2 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Guy,
We appreciate that you have taken the time to share your experience with us. I will pass your feedback on to Alex. It’s great to hear that they were helpful. Kind regards,
Tanya
Lewis King was most helpful and patient…
Lewis King was most helpful and patient in talking me through the complexities of making withdrawals from my pension.
2 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Ralph,
Thank you for giving us a 5* review. We greatly appreciate the feedback you have provided. Lewis will be pleased to hear that you found them to be helpful.
Kind regards,
Tanya
Natalie was extremely helpful
Natalie was extremely helpful and communicative. She sorted out my issue very efficiently and in a friendly manner
2 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Richard,
Thank you very much for taking the time to provide us with a review based on your recent experience. We’re pleased to hear that Natalie was great. We will be sure to pass this feedback on to them.
Kind regards,
Tanya
A very helpful chat with Elvan today
A very helpful chat with Elvan today.
Thank you,
Kasia
1 October 2025
Unprompted review
Reply from James Hay Partnership
Good afternoon,
We appreciate that you have taken the time to share your experience with us. I will pass your feedback on to Elvan. It’s great to hear that they were helpful. Kind regards,
Tanya
Amazing customer service!
Very friendly and helpful customer service! I have spoken to a lovely lady called Elvan Scott a couple of times this week regarding a mutual client. Each time i spoke to her she was so helpful and friendly and took time out of her day to ask me how i was. Each query i had was answered and dealt with efficiently and clearly.
I speak to so many different companies every day and i have yet to find one where the customer service has been so helpful and friendly! Elvan you are a credit to the company!
1 October 2025
Unprompted review
Reply from James Hay Partnership
Dear Lauren,
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.
Elvan will be pleased to hear that you found them to be helpful.
Kind regards,
Tanya
Just had a super conversation with Lewis
Just had a super conversation with Lewis. I was asking about processes (I'm a new client and wondered how things work) and Lewis gave me a great tutorial.
He is knowledgeable, courteous, professional, warm, friendly and, once we had finished our business, we were able to snatch a couple of minutes talking about stuff we realised we have in common.
30 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Barry,
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 Lewis, we love to hear when our people have been excellent.
Kind regards,
Tanya
SIPP
Having used the message portal previously it was great to actually speak to someone on the phone. Alex Copt was very helpful and was able to answer my queries.
30 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Beverley,
Thank you for giving us a 5* review. We greatly appreciate the feedback you have provided.
We’re pleased to hear that Alex was helpful. We will be sure to pass this feedback on to them.
Kind regards,
Tanya
Spoke with Michael Yonge today at James…
Spoke with Michael Yonge today at James Hay. Was very helpful and thoroughly informative.
29 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Josh,
Thank you very much for taking the time to provide us with a review based on your recent experience. We appreciate you sharing that our handler was helpful. We will make sure that Michael receives this kind feedback.
Kind regards,
Tanya
Jane Osbourne
Spoke with Jane Osbourne about members SIPP distribution. From start to finish, Jane resolved my query with clarity and professionalism. To avoid being left on hold for too long, Jane emailed me back to provide the final answer to my query. She's an excellent addition to the team!
18 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Margaret , Thank you for giving us a 5* review. We greatly appreciate the feedback you have provided. It’s brilliant to hear that Jane was so clear and professional . Please be assured that I will share your positive feedback with them. Kind regards, Jennie
TERRIBLE SERVICE
TERRIBLE SERVICE
What an awful experience having to deal with James Hay. They notified me that my late father had left me some money from his pension back in February. It has taken 7 months to finally have this money paid into my bank account. I have spent so much time chasing this claim only to be given excuses, incorrect information and delaying tactics. I have been told on many occasions that the individual I was speaking to would adopt the case and keep me updated which has never happened. When I did receive payment, I had no notification that the transaction had been made. It really has been the most soul destroying and upsetting experience since my father passed away. I am just thankful that I no longer have to deal with them. One positive note… the staff are very polite and professional and at times I felt that they were embarrassed by the lack of coherency they were receiving from the claims department.
27 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Mr Eachus
Thank you for taking the time to leave us a review. At this already upsetting time, we have clearly not met your expectations, and I am truly sorry for this. I hope that you will have now received the letter with the information regarding your payment.
There are certain processes we must go through in order to satisfy our responsibilities as trustees when settling pension death benefits. We know this can be frustrating and we are so sorry this is compounding an already difficult time.
I note that you have raised a formal complaint which will be investigated and responded to in full.
Thank you for the positive feedback regarding the contact centre, I'm sorry your overall experience was not as positive.
We will use your feedback to try and improve our service and avoid future beneficiaries feeling similarly disappointed.
Kind regards
Jennie
Excellent service today from Lisa at…
Excellent service today from Lisa at James Hay, helping me with my pension scheme. I would expect nothing less because they have always been so helpful over the many years I have been with them.
26 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Ian , 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. It’s brilliant to hear that Lisa was providing excellent service and being so helpful. Please be assured that I will share your positive feedback with them. Kind regards, Jennie
FAD request
The customer service received from Gaelle was by far the best of any of the providers i have dealt. She is a credit to the company. I wish every other provider had someone like her to help when you require it
26 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Brian , Thank you for leaving us a positive review. Your review helps us understand how we are doing at James Hay. Your feedback will be passed onto Gaelle, we love to hear when our people have been providing excellent customer service. Kind regards, Jennie
What fantastic staff
What fantastic staff, especially Lucie Walker who went about and beyond to help my mum yesterday. Thank your for your patience and understanding
25 September 2025
Unprompted review
Reply from James Hay Partnership
Hi Thank you very much for taking the time to provide us with a review based on your recent experience. We’re pleased to hear that Lucie was so patience and understanding. We will be sure to pass this feedback on to them. Kind regards, Jennie
Had I not eventually spoken to Danielle…
Had I not eventually spoken to Danielle in key accounts department I would have given the service one star... Prior speaking to her I had spoke to several people there and didn't get a ring back or an answer to my problems..
However eventually I spoke to Danielle who was extremely knowledgeable and managed to sort me out very quickly.. and was able to guide me through everything I needed to know..
Not only that several days later she rang me to let me know how my enquiries were going on.. five stars for her
15 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Peter,
Thank you very much for taking the time to provide us with a review based on your recent experience. It’s brilliant to hear that Danielle was helpful. Please be assured that I will share your positive feedback with her.
Kind regards,
Tanya
Ms Bulou lead me through the (almost…
Ms Bulou lead me through the (almost impossible to negociate by an amature)maze of James Hay forms. with skill,humour, and unbelievable patience.
The secure messaging system was not sufficient for my request to be actioned, the lady I spoke to yesterday promised me an e-mail explaining what i needed to do next - this did not arrive I even checked spam!
Ms Bulou to the rescue =all sorted took less than an hour- a record in my dealings with James Hay!
25 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Ian,
Thank you for giving us a 5* review. We greatly appreciate the feedback you have provided. We’re pleased to hear that Bulou was great. We will be sure to pass this feedback on to her.
Kind regards,
Tanya
Exemplary Customer Service by Alex Copp…
Exemplary Customer Service by Alex Copp today. Friendly, efficient, knowledgeable, we need more service experiences like this in today's world. Many thanks!
24 September 2025
Unprompted review
Reply from James Hay Partnership
Good afternoon,
We appreciate that you have taken the time to share your experience with us. We’re pleased to hear that Alex was excellent. We will be sure to pass this feedback on to them.
Kind regards,
Tanya
My contact with James Hay…
I’ve been in contact with James Hay regarding my pension and the various options available to me and in my last conversation I spoke to Aaron.
He was extremely helpful and knowledgeable in the points I raised.
Thank you Aaron.
22 September 2025
Unprompted review
Reply from James Hay Partnership
Dear Terry,
Thank you very much for taking the time to provide us with a review based on your recent experience. Your feedback will be passed onto Aaron, we love to hear when our people have been helpful.
Kind regards,
Tanya
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