ITI Capital Reviews 326

I am staggered that this company actually has correspondents who have received good service from them.
My wife and I were two of the unfortunate SVS clients transferred to ITI by Leonard Curtis.
From day one to the recent five month wait to receive dividends, paid out in April, we have had nothing but a horrific experience, for over 13 months with this company.
I’ve lost count of the amount of unanswered e mails we’ve sent to departments and management. If you phone and wish to speak to someone specifically you’re never put through, instead you’re advised that they’ll get back to you, which of course never ever happens.
Following the unexpected delays getting our accounts uploaded and waiting many weeks to get onto their platform, that then turned out to be totally unusable, we had decided by early September 2020 to transfer out to another broker.
Our forms were then submitted to transfer out, a transaction that normally takes several weeks. After constant urging my stocks were transferred on 13/11/20. My wife with the next consecutive account numbers to mine, had to wait until January 2021. When our stocks were transferred out they did not include cash balances. These then had to be continually chased before they were received.
We had further problems receiving one of the stocks we both held, as they had to be transferred to a nominee status. This was known to ITI in early September 2020, yet, took until the middle of June 2021 to sort out. Dividends paid out by this particular company, in April 2021, then took until a few days ago, over five months, to eventually be sent to us.
I have worked in finance and dealt in shares and funds for many years, with four different brokers, and have never before dealt with a company so inept, with out of date technical/administrative systems, short staffed and totally unfit for purpose.
There are many good, efficient and low cost brokers in the market. Don’t make a mistake you will regret for a very long time by using ITI Capital.

New two-stage log-on requirements were creating some problems but the issues were resolved with professionalism and some kind tech help from Sanjeev.
The platform itself is excellent and satisfies my trading requirements

Slow account managment. Had to complain to get my money transferred back and still took them 2 months despite chasers. They are not yet correctly resourced up to provide you with a reliable service unfortunately

The patience and help received from Sanjeev Verma was outstanding. This was much appreciated as a previous attempt at resolving the same issue was not so successful.

I was having difficulty understanding the entry on my portfolio after making a trade. When I called your customer care for assistance, I was transferred to Sanjeev Verma who was most helpful. He corrected an error that I had made and went on to check the rest of my portfolio and offered extremely helpful advice. He also followed up with subsequent e-mails to ensure everything was in order. It is most reassuring to know that such attentive and constructive service is available to your clients. Thank you.

Appaling customer service (ex-SVS client whose funds got transferred)

Really helpful and obliging. Kept me well informed. Felt like a very personal service.

Incompetence on another level.

I submitted a cash withdrawal request after selling my shares on a down day hoping to transfer the cash to a real broker and buy back.

Hasn't been done and I've received no responses to emails asking for updates. Preparing a case with the Ombudsman because it seems this is the only way to get results.

ITI have kept my assests for so long without letting me have access to them that I've had to watch my portfolio drop 40%
I've spoken to the FCA about them. I've tried to transfer my shares out, but ITI have stopped this. I'm still going through the mill with them and it's been a year now, still with no end.

An utter disgrace of a company. After a terrible onboarding process that took months and months to finally resolve, we are now being told we cannot trade any shares for the foreseable future until they resolve whatever further issues they are now facing.

I strongly advice anybody who is looking for a broker to stay far, far away from this company. Any positive reviews you see on trustpilot or other sites are almost certain to be paid for by ITI Capital.

I can already picture the response to this review by ITI, there will be lots of apologising and other niceities that will do absolutely nothing to help any poor soul who is a customer of them.

*EDIT*

As expected, a copy and paste response from these cowboys. I will be moving all assets away from these jokers the moment I am able to, and given ITI's track record I expect this will not be for a long time.

Poor experience. Onboarding took forever, poor communication, confusing platform. When I've actually spoken to staff, they had limited knowledge of their own platform and couldn't answer a simple 'how do I trade?' question. I'll be transferring out. Except I can't because they're locked down. Sigh.
Edit: I finally managed to transfer away from ITI, it wasn't straightforward and they needed chasing for a dividend that arrived after the rest of my assets were moved.

I am not from SVS but an earlier book transfer. I have always found ITI to be excellent, particularly key staff. Nonetheless am concerned, received the complete 'stall' notice as referenced below. Hopefully it will resolve itself by tomorrow latest Monday. Not sure why there are problems contacting them never a problem, when left a message they rang me back etc.

I am in the middle of a broker transfer from ITI to Interactive Investor. Then a message was posted to say that it was temporarily halting all transfers. My positions from ITI are showing up in Interactive Investor so I do hope there have been no delays beyond the 10 weeks. ITI have some good decent staff, but after having been through the bankruptcy and 1 year sage with SVS - I simply cannot go through that again. ITI capital are just really not being honest with customers. I wish I neverhad go have an account with them.

I, like many others was part of the SVS shambolic transfer. I won’t go on about how bad ITI Cpital are as everyone is well aware. My best advice would be to transfer out. I used Hargreaves Landsdown, I opened a HL account and and they transferred all my funds and shares, it was hassle free. It took about 5 weeks but I never thought I’d see my money again.

Was transferred to ITI from SVS like many others. Now got e-mails From ITI saying that they will stop all activities including orders and funding and transfering! Worried as don't know what are the reasons and how long it takes! Will it become second SVS? Anyone in same boat please advise.

Just like so many I sadly ended up at ITI Capital having been an SVS customer. I have just been advised today ITI Capital are unable to transfer my residual cash & close my account! They apparently have taken the commercial decision to cease all activity! And yet there is nothing to this effect on their website!

A terrible share dealing company. I've used several over the years and this is by far the worst. As an ex-SVS customer my account was transferred to ITI when the company went into administration and it turned into a complete nightmare. ITI clearly weren't adequately prepared/staffed to take over the SVS business. The transfer process took forever, with no end of problems, usually being completely ignored and receiving no response to emails and requests. The company use an Indian call centre and despite the best efforts of the staff there they were usually powerless to help and would simply end up emailing the same department I had previously emailed directly and been ignored by. The quality of the telephone line was usually very poor making it difficult to hear what they were saying and not helped by the Indian accent. When they eventually sorted my account out I submitted a request to transfer to another company and that took about 5 months with no end of chasing and having to re-submit my request after several months as the initial request was lost. I could go on and on but here are a just a few more reasons not to use this company:-

1. Their online dealing platform (Pheonix) is absolutely terrible. It's totally confusing, unintuitive and definitely not user friendly. I believe it's a generic software package that they've bought in rather than having their own system. It might make sense to professional share dealers but for the layman it's utterly baffling. I had no problem using the SVS platform nor with that of the new company I'm now using.
2. The Phoenix trading platform couldn't handle AIM shares so they could only be traded by telephone.
3. ITI use three different account reference codes, an SC code, a U code and a PX code which was completely confusing. I believe they may now reduced this to 2 codes.
4. You can't submit an online request to transfer cash out of your account. You have to print out a request form, fill it in by hand, scan it and then email the request form to them with a copy of a current bank statement. You have to do this every time you want to transfer funds out. Ridiculous!!

Very satisfied with standard of service received.

I have posted before, here is my latest update. My transfer has been ongoing since SEPT 2020 !!! its finally nearly there ....BUT my wife and I still had 2 small holdings which our new provider could not hold. During my complaints discussion with the " team " at ITI they also let slip they were holding another of my shares in a " back office " account which I knew nothing about and they had never even told me of its existence !! I thought it had been liquidated into cash when SVS folded and as I had no account access with ITI initially for OVER 2 Months I could not track my values. Anyway they rang me in the week and said phone in and we will sell your two holdings and transfer these balances. I rang in and gave my account details, I was told no NOT you SC number you need this account number U... with the dealing desk. When they put me thru to the dealing desk ....suprise surprise they told me I needed the SC number !! Then after asking me to phone in and they would sort it out , they told me they were going to charge me for Phone dealing as I could do it on the Phoenix platform. i said can't you do it and waive the fee they said NO ! ..So on I go back to the platform BUT surprise surprise it would not let me sell my holdings... As usual ABSOLUTELY NOTHING works with ITI even the simplest thing.. I phone back now angry and pulling my hair out. A patient Chap called Sanjeev talks me through it BUT surprise surprise it still doesnt work !! and he seems slightly unaware of how it should work BUT to his credit as they have nearly given me a mental breakdown he agrees to sell my holdings over the phone and waive the fee !! SANJEEV is the first person at ITI out of probably 20 people who has actually listened to my problem, tried to help, taken my issue personally and solved it. He gets FIVE ***** Stars but he is only one man in this TERRIBLE TERRIBLE company !! Now the small 2 holdings are sold will the money finally be transferred to my new ISA provider or will I have to wait another 10 Months who knows ... I can't say I'm confident. Just as another aside they sent me a withdrawl form by email which proudly told me at the top to fill in and send back by email ..............at the bottom it told me to fill in and reply by post !! I think they have a dartboard with my picture on. Everything to do with this company is so painful. My complaint of over 4 months ago has still not been answered or resolved. As you can see I could go on and on and on !! round and round and round !! Its only my opinion but if you can .....stay away from this company !! Read the reviews !! apart from those prompted by ITI over 95% are negative and detail their absolute INDIFFERENCE to offering any level of customer service to their clients !!

I waited for some time before trying to sort my portfolio fully as the logistics of the switchover, to be fair, must have been huge. Letalone during lockdown. After an incredibly rocky start transferring from SVS (the reason I can't put 5 stars) they have more than thoroughly made up for it. Before I heap the much deserved praise I must make the point that I've started being charged a custody fee which I wasn't previously with SVS. This stings a little after not being able to access my portfolio on the trading platform until now so be aware of this. However, the reason for the review is that so much praise should go to Samy in the early stage but more recently I could not heap enough praise on Sanjeev who took my case and got everything sorted in lightning quick time. He worked professionalism and good grace and with the help of the relevant departments. This was customer service way and above the norm and I cannot thank him enough. It was tough at first but ITI deserve this positive review as they are clearly working hard to make things good and off recent evidence they are achieving that goal over and over. Well done.