James Hay Partnership Reviews 

Very impressed with the Customer Service I received from James Hay.
There was an internal approval problem delaying a payment.
Brooke didn’t just read the status of the payment back at me, she actively went to the teams involved and fixed the problem, whilst keeping me updated all the way.
Bravo Brooke ⭐️⭐️⭐️⭐️⭐️👏👏👏👏

Telephone Assistance concerning date of pension payment.

Kate was so courteous and pleasant to chat with. She achieved what I had been seeking for a few days and calls to James Hay previously. I am so grateful.

Desmond Hutchinson.

The lad on the phone was fantastic and gets a 5 star rating but the trouble is that i should have to call him at all! The website system with EQi (who ever thought of that name needs an award) and James hay and ll the other stuff with different account numbers, the log in tab from the internet search engine doesnt connect you properly etc etc etc.
I summary Jake Spencer was fantastic and very patient with me (bearing in mind that most people using this dreadful website portal wont be young and capable, let alone interested in the technical jargon and silly ness). The website set up and all the rest is dreadful. Its just GLUE, the whole thing!!!

Great Customer Service Call
I spoke with Elvan Scott, who was very helpful, professional and patient. Her explanations were very clear and detailed.
It was such a joy to speak with someone who went beyond to assist me with my query.
Thank you Elvan

The service received by Lucy Walker were truly outstanding. She is an absolute pleasure to deal with and makes everything so easy....Thanks Lucy for always being epic! x

Contacted JH as had a query regarding drawdown from my SIPP. Had the pleasure of speaking with Thomas Bruen who combined friendliness, professionalism and knowledge in equal quantities to answer my question. I was so impressed I asked whether he would mind helping me with another query and he took the time to talk me through how to navigate various screens. First class service all round.

I've been dealing directly with James hay for probably two years having decided not to renew my association with my financial adviser as it seemed my pension wasn't really achieving much growth and yet fees were taken out regardless . Now being able to access my pension on line I can see exactly what is happening literally on z daily basis if needed . If I have a question about anything to do with the pension to ring them up is an absolute pleasure , the will ring you get a simple answering service to give you options of what department to get to then when done you will have a very professional person pick up to help you within three or four rings . In my mind a fantastic service , I've just to of the phone and felt compelled to leave a review which I don't do very often and again I was helped by an extremely professional man called Ben Ashfield who sorted my request out quickly and very thoughtful and how nice to deal with a company who's customer helpline is based in this country .

I rang several times for advice as I was cashing in my SIPP and got a different person each time who said they would ring me back or whatever and never did. However I eventually spoke to Lucie Walker who was very efficient and knew exactly what she was talking about. Gave me good advice, etc etc. I was impressed.

Spoke to Alex Copp at James Hay, he was extremely helpful and professional in his approach, my query was handled efficiently and I am very satisfied with the staff member and James Hay as a whole.

My call was answered promptly by Alex Copp. I found Alex to be very clearly spoken, courteous and had a caring and understanding approach to my query.

Give yourself a pat on the back Alex :)

Elvan Scott was incredibly helpful - patient clear and generous with her time. I was able to make alot of progress.

I have consistently had immediate, friendly and professional telephone help with technical questions relating to my SIPP pension from the helpdesk over a number of years.

On this occasion, Alex Copp deserves particular praise for this. His knowledge of the complex issues and how to use their system is exceptional.

Great customer service and knowledge from Thomas Bruen

Shona answered my call in a timely manner was very professional and understood my requirements. As such, I did ask her to initiate the review process unprompted.
I do hope the “re-booting” of the new online platform is up and efficiently running by December 2025, Mark Thomas

I had very helpful assistance today in applying for the payment of my tax-free lump sum.

Spoke to Sophie Dillion, and she was incredibly informative and helpful. Some of the best customer service I have experienced and she answered all my queries.

As the website is undergoing maintenance today I rang Alex Copp and he checked all the "back office" systems to validate my request had been actioned. I was reassured by the competence and diligence displayed, thank you.

Very good efficient service over the phone. In my first call the JH staffer was very helpful unfortunately I forget his name. Ending the call I realised I still had another final question. Called again and this time it was another member of staff Alex Copp. Very helpful as well, concise and clear.
Thank you

I was assisted by Kate Pettman. She dealt with my enquiry promptly and efficiently and provided the information and documentation needed.

I spoke to Thomas this morning about an issue and he was excellent. Very polite, efficient and dealt with my enquiry very professionally. I would highly recommend them.