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
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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 60% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Income payment query
I called to discuss a missed income payment relating to one of my clients. The call was taken by Elvan Scott, who handled it in a very courteous, efficient and professional manner. She explained how the missed payment would be corrected and the timescale involved. I am very satisfied with the service I received from Elvan.
December 2, 2025
Unprompted review
Reply from James Hay Partnership
Dear Trevor,
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 professional.
Kind regards,
Tanya
Excellent Customer Service
Finally speaking to Alex Copp about a complicated SIPP he outlined exactly what we need to do for our client in a clear and concise way. He explained in terms that I could understand and we now have a way forward.
December 3, 2025
Unprompted review
Reply from James Hay Partnership
Dear Carole,
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 Alex was excellent. We will be sure to pass this feedback on to them.
Kind regards,
Tanya
James Hay not releasing my funds...
Update: 2nd Dec
James hay have contacted me through Trustpilot asking for my name, tel number.
I replied giving that them AND my membership number with James Hay so they can see All my correspondence and recorded telephone calls. they have replied to that thanking for my reply and apologise for the service and asked for my membership number so they look further into the issue. …… do they not read what I have already replied to them? You just keep going round in circles with James Hay whilst they sit on my Cash in their system……
I have been waiting since 24th Oct for a cash withdrawal from my pension via a James Hay docusign request which was through my Pension advisor.
James Hay claim they received it the 12th Nov.
On the 19th Nov, the cash appears in their system. they informed me of a cooling off process, but i could waiver that, I did respond on their system as requested on the 19th Nov.
I have spoken to James Hay twice since they, latest today 1st Dec.
Both times they asked if i had filled out the waiver, I told them yes i did and it appears in their system. My cash has not moved forward to me. They still cannot give me a date I will receive MY money. I am making an offical complaint, I wish I has never heard of James Hay.
December 1, 2025
Unprompted review
Reply from James Hay Partnership
Good morning Mr Brown,
Thank you for your message, and I’m very sorry to hear about the delays and the difficulties you’ve experienced with your withdrawal request.
Based on the timeline you’ve outlined, it’s clear that you submitted everything correctly and within the required timeframes, yet the process has not moved forward as it should. The repeated requests for confirmation of the waiver — despite it already being recorded in their system — are understandably very frustrating, especially given that no payment date has been provided.
You are absolutely within your rights to make a formal complaint. Your case has already been escalated to make your payment ASAP.
Kind regards,
Tanya
Easy to deal with and offering a great service.
James Hay Partnership offer everything that I need to service my investment clients portfolios. Whether it be cost effective inhouse options or external fund managers. Their telephone service is excellent. I have had one specific technical query that some staff struggled with but Elvan Scott took me through the whole process and was simply fantastic. Thank you Elvan, you have taken the stress of this situation away and I now completely understand what I need to do for my client. You are amazing!
November 28, 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. Elvan will be pleased to hear that you found them to be fantastic.
Kind regards,
Tanya
Alex Copp
I dealt with Alex Copp today who was very helpful and professional in dealing with my enquiry and locating documents which had gone astray and advising me on a client's pension withdrawal.
November 27, 2025
Unprompted review
Reply from James Hay Partnership
Dear Kerry,
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
General Policy Enquiry
Spoke to Alex Copp
Was very helpful and provided me everything I needed.
November 26, 2025
Unprompted review
Reply from James Hay Partnership
Dear Mark,
Thank you for leaving us a positive review. Your review helps us understand how we are doing at James Hay. We’re pleased to hear that Alex was helpful. We will be sure to pass this feedback on to him.
Kind regards,
Tanya
Alex Copp was extremely helpful with an…
Alex Copp was extremely helpful with an enquiry around a clients SIPP. Thank you for your help!
November 26, 2025
Unprompted review
Reply from James Hay Partnership
Dear Chloe, 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. We’re pleased to hear that Alex was extremely helpful. We will be sure to pass this feedback on to them. Kind regards, Jennie
Got myself locked out of my account…
Got myself locked out of my account making a real hash but very helpfully with understanding and humour the James Hay team had me back online in no time
November 25, 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 the team was helpful and understanding and approached with the query with suitable humour. We will be sure to pass this feedback on to the team. If there was a particular call handler that stood out please let me know their name. Kind regards, Jennie
Helpful and Friendly
I spoke to a very helpful person called Ms Bulou Tora who assisted me with my query regarding my SIPP.
November 20, 2025
Unprompted review
Reply from James Hay Partnership
Dear Sarah , Thank you for giving us a 5* review. We greatly appreciate the feedback you have provided. It’s brilliant to hear that Bulou was so helpful and friendly. Please be assured that I will share your positive feedback with them. Kind regards, Jennie
Managed to explain SIPP transfer simply
Have been trying to consolidate multiple pensions into a single pot. The industry does not make this simple and I thought I was going to have to fill in a really complicated set of forms. The customer rep, Elvan Scott, understood what I was trying to do and explained how I could do the whole thing much more easily. Great service.
November 21, 2025
Unprompted review
Reply from James Hay Partnership
Dear Tim,
Thank you for giving us a 5* review. We greatly appreciate the feedback you have provided. Your feedback will be passed onto Elvan, we love to hear when our people have been great.
Kind regards,
Tanya
Navigating the app
Sooke to Thomas this morning. Very helpful , in explaining the app and how to navigate. Easy to talk too and informed moving forward.
November 21, 2025
Unprompted review
Reply from James Hay Partnership
Dear Adrian,
Thank you for leaving us a positive review. Your review helps us understand how we are doing at James Hay.
We’re pleased to hear that Thomas was helpful. We will be sure to pass this feedback on to them.
Kind regards,
Tanya
Kate Pettman has been very helpful on…
Kate Pettman has been very helpful on numerous occasions, always following on from queries in a timely manner.
November 20, 2025
Unprompted review
Reply from James Hay Partnership
Dear Lewis,
We appreciate that you have taken the time to share your experience with us. Kate will be pleased to hear that you found them to be helpful.
Kind regards,
Tanya
Poor Service
Have been trying to make a tax free cash lump sum withdrawal from my SIPP.
So far the process has taken 22 working days versus an “industry norm” of 10 days and JH advised 10-15 days.
Internal secure messages to chase are not answered.
Unfortunately not my first experience of poor customer service from James Hay
November 21, 2025
Unprompted review
Reply from James Hay Partnership
Good afternoon Mr Roberts. Thank you for taking the time to provide your plan details allowing me to review your case. I see we received your Benefit Payment Form on the 22 October and following vetting and illustration production, we sent your Risk Warnings on the 13 November. I am truly sorry that we did not meet your expectations with your withdrawal. We received a significantly increased amount of requests for payment over the last few weeks and have struggled to keep to our usual service standards. I note that your request has now been cancelled. I hope that future interactions with us will be more successful and we can begin to regain your trust. Kind regards Jennie
James Hay are a complete and utter nightmare. AVOID AT ALL COSTS.
James Hay are a complete and utter nightmare and competely unfit for purpose. I have been with them for decades and I am finally trying to cash in my pension, BEFORE budget day, for obvious reasons. As I have experienced for many years, James Hay are making this process unbelievably slow and deeply stressful. They constantly make mistakes, always miss any deadline and always admit it is impossible for anyone to actually talk to another human being within the organisation to actually get something sorted out. In the end I am now left with the very real prospect of NOT getting my tax free lump sum before the budget. They are a nightmare. I have done everything they asked, everything is signed off by me but no one seems to capable of actually transfering my own pension money to my own bank account.
November 20, 2025
Unprompted review
Reply from James Hay Partnership
Good afternoon Mr Scott, Thank you for taking the time to provide your plan details allowing me to review your case. I see we received your Benefit Payment Form on the 30 October and have been processing this request over the last 3 weeks. It has now been paid. I am truly sorry that we did not meet your expectations while processing your withdrawal. We received a significantly increased amount of requests for payment over the last few weeks and have struggled to keep to our usual service standards. I am sorry that you have been caused distress by these delays. I hope that future interactions with us will be more successful and we can begin to regain your trust in us. Kind regards Jennie
Good service
V responsive
Empathetic
Understanding my complaint and expediting resolution
November 20, 2025
Unprompted review
Reply from James Hay Partnership
Good afternoon,
We appreciate you taking the time to leave a review based on your experience with James Hay.
Kind regards,
Tanya
Thomas was most helpful and talked me…
Thomas was most helpful and talked me through everything clearly and was very patient with somone like myself who is not great with computers
November 19, 2025
Unprompted review
Reply from James Hay Partnership
Dear Ken,
Thank you for giving us a 5* review. We greatly appreciate the feedback you have provided. I will pass your feedback on to Thomas. It’s great to hear that they were patient.
Kind regards,
Joe
Jane was patient and polite
Jane was patient, knowledgable, and very pleating deal with.
November 13, 2025
Unprompted review
Reply from James Hay Partnership
Dear Doug,
Thank you for giving us a 5* review. We greatly appreciate the feedback you have provided. I will pass your feedback on to Jane. It’s great to hear that they were patient.
Kind regards,
Tanya
Spoke to Elvan Scott regarding details…
Spoke to Elvan Scott regarding details of my account and clarified a number of issues. She was most helpful
and enabled me to resolve the outstanding problem.
November 12, 2025
Unprompted review
Reply from James Hay Partnership
Dear James,
We appreciate that you have taken the time to share your experience with us. It’s brilliant to hear that Elvan was helpful. Please be assured that I will share your positive feedback with them.
Kind regards,
Tanya
Jane Osborne couldn’t have been more…
Jane Osborne couldn’t have been more patient or helpful in explaining and assisting me in completing the relevant paper work that has allowed me to start accessing my SIPP pension pot.
Excellent Job.
Jonnie
November 11, 2025
Unprompted review
Reply from James Hay Partnership
Dear Jonnie,
Thank you for leaving us a positive review. Your review helps us understand how we are doing at James Hay. We’re pleased to hear that Jane was helpful. We will be sure to pass this feedback on to them.
Kind regards,
Tanya
Kate was extremely helpful and thorough…
Kate was extremely helpful and thorough to ensure everything is in order regarding the disinvestment of my Tax Free Pension Commencement Lump Sum.
November 11, 2025
Unprompted review
Reply from James Hay Partnership
Dear Steve, 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 Kate , we love to hear when our people have been helpful and thorough. Kind regards, Jennie
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