Vanguard Asset Management Ltd Reviews 

Vanguard have this morning dropped the old style web interface, without warning, and replaced it with the new style which is missing key information. The 'Total Return' value is gone, for example, which was my daily method of checking progress. This number now has to be manually computed from the various pots. The new design is inferior to the old and frankly embarrassing when compared to the competition like Trading212 or ii or Freetrade.

Very easy to start and brilliant phone support. Ahmed was superb in helping me manage my ISA transfer.

Financially, Vanguard has made excellent returns for my Stocks and Shares ISA.
When I have needed information or assistance by phone,
nothing was too much trouble for the Vanguard staff who helped me. Aneesa was particularly patient and supportive when I called today.

I am a customer but not someone who is highly ‘skilled’ with finances. I had decided to open another Vanguard account and had transferred cash to my Vanguard in readiness to invest. In the beginning I decided to transfer a smaller amount just to ensure the transaction went through without any hiccups - it did. Next, I wanted to add another lump sum and for whatever reason I simply couldn’t do it . I was so frustrated at myself and decided to use the Vanguard ‘Chat’ option. After a short time I was connected to ‘Jade’. Jade was marvellous! She could not have done more to assist me - she ‘listened’ to my issues and guided me through the process. I had clearly got myself muddled but Jade never ‘let on’! Jade was so patient, helpful and also professional - she had the perfect ‘balance’ and as such, I never felt uncomfortable or hurried. Jade ensured that I was completely satisfied with everything before we closed the Chat. She not only guided me through the process, she also offered advice that genuinely was useful. I felt so comfortable and at ease - super customer care! Please pass on my thanks to Jade.
This morning I had another query and although it was a ‘quick’ one, this time I was put through to ‘Nicola’ on ‘Chat’ and she too, was excellent.

Dorcas dealt with my enquiry very well and quickly . Thank you again Dorcas.

Customer service is fantastic - had a little issue with actioning a withdrawal so used the live chat feature, and the advisor I spoke to (Mariam) solved my problem in a quick and friendly manner. Very happy with the experience as I didn't have to phone up or anything, it was all done through chat which is so much easier.

received a call from Robert B to start my pension withdrawal. He was very helpful and talked me through all the options

I had an account, well still do, as I haven’t figured out how to leave them yet. I was working when I opened the account and had a work mobile. As during the working day we were not supposed to have our personal mobiles on I gave my work mobile number to open the account. Now a couple of years later I retired and went to look at my account. I have the account details and all the login stuff, account number and password. But then it said it wanted to text me a code. Now obviously I don’t have that mobile any more but still have the same email I gave them. So I contacted customer services and explained. We went through lengthy id checks, name, address, postcode, NI number, email address etc. And after all that I was told it was still no good I couldn’t access my account without access to the mobile I no longer have. So I asked to speak to the supervisor and asked them to verify my login via email not text. I was told he would sort this out. The got an email saying no they couldn’t do it. Leaving me unable to access my account. I was then told I would have go to a solicitor, take 3 sources of photo id, and get them to certify the documents. Then send them by registered post to vanguard and they would consider changing my mobile number. I felt this was unnecessarily complex and expensive so made a complaint. They got back to me by email and said they had responded by secure document to my account. Which of course I cannot access. I tried contacting the financial regulator but they said they could only look into it if I sent them the response from Vanguard which obviously I cannot access. I will be forced to spend a lot of money and time in order to get away from these totally unhelpful people. Avoid them like the plague.

I opened a SIPP Account with Vanguard about 2 months ago and Elliot B @ Vanguard was very helpful in ensuring a smooth and timely transfer of my funds from L&G to Vanguard.

I just wanted to say a huge thank you to Monica who talked me through my on-line application. She was patience itself and laughed politely at all my jokes!! She made the whole process straightforward and let me work at my own pace which was so kind.

Having tried and failed to achieve a bank verification request online. I phoned Vanguard and was greeted by Ethel my saviour. She guided me through the request patiently and calmly, demonstrating outstanding interpersonal skills. Never once during our fairly lengthy conversation did she make me feel anxious. We achieved the aim together and I am very grateful.

I know I can invest with lower fees. However, for me, the ability to talk to someone on the phone is invaluable. I had a long call with a member of staff who talked me through drawdown. I have been with Vanguard four years now and have transferred in a number of small pensions. Communication has been excellent and I am really happy with the service.

Shame, as I was genuinely excited about investing with Vanguard. I’ve experienced inconsistent and confusing handling of two identical pension transfers. One transfer was cancelled without clear warning, yet I continued receiving reminders (including today, with no timescales) even after raising a formal complaint. Communication has been contradictory, my messages correcting errors were ignored, and my complaint was conditioned on me confirming whether a transfer was going ahead — even though Vanguard had already cancelled it themselves.

This does not align with FCA expectations around clear, fair and not misleading communication or proper complaint handling under DISP. I have emailed my complaint twice because I did not trust the secure messaging system to have raised it correctly, and I still have not received any acknowledgement that my emailed complaint has been received.

The experience has caused loss of trust, upset, and I am completely exasperated and shocked that a company would act so poorly — all for a simple query. I have stopped contributions to my pension, ISA, and two children’s ISAs as a result.

I had a pension illustration meeting with Matt today and came away genuinely impressed.

He was professional, knowledgeable and, most importantly, never pushy. He took the time to answer every question I had, explained the options clearly, and made sure I understood the process without ever talking down to me. As someone who had done a lot of my own research beforehand, I appreciated that he engaged with my questions rather than reading from a script.

The meeting was relaxed, informative and gave me confidence that I understood the next steps. Excellent customer service and a really positive experience. Thank you, Matt!

I have been using Vanguard more than 10 years now. I cannot rate highly enough of the platform and the low cost funds available.

Their customer service is exceptional. You will always be served by top notch professional staffs. I was particularly impressed with vanguard agent named Mitul for his knowledge, efficiency and commitment.

I spoke with Heena who was very helpful and double checked the information she gave me so made sure she was not telling me any misleading details. She followed up with a very thorough email outlining our conversation which was helpful. I would recommend Vanguard on the strength of my experience so far.

My wife and I rang in order to try and understand further how to choose where to invest our funds across the Vanguard portfolio. We were quite clear that we could not receive any financial advice but we just wanted to understand more about how it all worked. For example, the different risks from 1-7 and how to practically move the money around online. This became a very complex and lengthy conversation. Elliot navigated us through the things we should be thinking about and how to effect our choices. He was extremely patient and not patronising in any way. This was important as we have very little financial knowledge as to how the markets work and not much technical confidence. Elliot was absolutely outstanding and we now feel empowered to make our choices in terms of our investment portfolio for our retirement. Thank you Elliot - you are a superstar!

Michael from the Manchester office was polite, engaging and informative as he helped me through my pension journey. The website process was easy to follow and my overall experience with Vanguard continues to be a positive one.

Robert was personable, knowledgeable and very patient. He got to grips very quickly with my level of understanding and tailored his delivery of the information I needed very well.

Ahmed was very professional and helpful in guiding me to conclude a sale order and transfer funds to my ISA. He also advised me on my profile account fee settings. Thank you Ahmed.