James Hay Partnership Reviews 650

Awful experience. Contact staff great. But they cannot take action and follow up. Queries passed to other departments. I never hear back. No one to make a complaint to. No ability to escalate a problem so it can be addressed and solved. Sweet promises of care and customer service but not interested in dealing with issues. AJ Bell could teach them customers service

James Hay agreed to make an investment on funds held in my SIPP in early March 2026 and the fairly substantial sum was taken from my account on 9 April. Since then I have heard nothing despite sending appropriate emails and then also phoning in the absence of any reply to them. In desperation I wrote to the Complaints Manager who advises me that it will take up to four weeks to deal with this matter, is this really acceptable ? Meanwhile I have no idea where the money is which obviously causes me considerable concern.

Since James Hay has been taken over by Nucleus, they seem to have stopped monitoring the James Hay Partnership Trustpilot. Put all your reviews onto Nucleus from now.

Very supportive, prompt, informed and helpful response from a charming lady named Jane Osborne

I wouldn't touch this company with a barge pole. They do not respond to emails or their customer requests. Our clients funds have now been sitting in a SIPP cash account for 2 months. They refuse to provide an update or transfer out the funds as requested by the customer. They told us originally the funds coudn't be transferred due to a technical glitch in their systems - what a load of rubbish!

If you claim your pension from the trustee never know when your getting it. Any queries with your account they will just stop payments without notification. Absolute rubbish

Overall the service was good, if a bit slow and disjointed. Customer service differed a little depending on who was serving you, in some cases the calls lacked clarity which was frustrating when trying to ask important questions and seek key information. Sometimes it wasn't possible to get through to a finance specialist so I wasn't always confident I was getting the right information from the agent when asking very specific questions

A special mention can be made to Elvan Scott, a very helpful and polite customer service agent who did an excellent job in answering some important questions towards the end of the process. After the call I was left feeling a lot more assured and confident things were in the right place, well done to her!

For my own family's case of processing all the information required to manage the proceeds of an inherited pension, the company did well to communicate when required to every stakeholder involved. This was a tricky task given the amount of beneficiaries there were. James Hay continue to be supportive during calls regarding any questions or issues around the service. I am now a customer of the Nucleas platform so I assume I am still in the hands of James Hay as an entity but with the combined efforts of the Nucleas team and the new online system, so far so good with that relationship.

Husband tried to get money out of his property SIPP in July 2025 and after repeated weekly phone calls. He is still waiting eight months later. The call centre just keeps saying it will be done next week please phone next week ! It never gets done. He is now about to take it to the financial ombudsman but has to wait eight weeks after making a complaint This is outrageous at a time when he needs the money having retired. It has caused serious health problems with the stress of it all. I really don’t know what to do about it. Not sure if the FO will get some answers.

This company has messed me about for over 4 years to remove myself from a pension they've lost 18k of my money delay and delay and delay so they can charge fees every year which has reduced my pension to about 1k NEVER EVER USE THIS COMPANY

Pension paid late. No explanation, no apology. Seems James Hay have changed not only their name (Nucleus) but their systems and pension pay date as well. The change in system was notified, the arbitrary change in pension pay date was not communicated at all. Just changed from a normal date of 26th or 27th of a month, to the 1st of a month. No warning. Just implemented. This is supposed to be a customer led organization, why on earth did it not warn of the change? I was expecting my pension on Fri 27th, and indeed when phoned, was told it would be in my account on that day. It was not. Impact, no money to pay all my direct debits set up with the expectation of receiving cleared funds by 27th, latest. Was promised a call back and explanation on Monday 2nd March. Not made. Asked again Wend 4th, again Fri 6th, again Thurs 9th. No call. Raised a complaint Fri 6th, by Thurs 9th, not even an acknowledgement rec'd. I suspect I was not the only one impacted. Just to be clear, 1st March was a SUNDAY. No company is going to make a payment on a Sunday. So they knew something was wrong, and looked the other way and left pensioners like me, holding the baby for their incompetence. How is that fair? If you can, stay clear of the company, they make a mistake, they expect you to deal with it. Customer led? Not in my opinion. Update, 7th April, needless to say, still waiting, now raised complaint with Financial Ombudsman Service. Will post an update when I get one.

Well, it's days since I last reviewed James Hay and I've already had to complain again and again. This is because they never do what they say. Not a single promise of a phone call has ever happened.

As background, I asked for MY money in November. It now looks like I won't get it this financial year. It has been a litany of incompetence, poor service and broken promises.

My typical response to them goes like this:
It's not my problem that you have changed platforms - what ever that is.
Why are you telling me you're very busy, when did that become my problem?
Oh you over looked it did you?
Why would you promise to escalate it when you have already promised to escalate it six times - and **** all has happened?

I would have left zero stars if that had been an option. I’m frankly amazed at the number of good reviews for this appalling company.
My husband had his SIPP with James Hay. He sadly passed away just before Christmas. In order to gain control of his pension I need a pension beneficiary form. One form for myself and my two grown up children. You would not have thought this would be a difficult task. I have emailed and phoned on numerous occasions and each time until last week I was apologised to and told this would be dealt with immediately and yet still no forms. Last week the young lady I spoke to sucked her teeth plumber style and told me she couldn’t give a time frame for this - for sending three forms!!!
It is hard enough dealing with the death of a loved one without being totally stonewalled by the company who seem to be holding his pension to ransom!
For anyone considering giving their hard earned money to this company - DON’T!!

Shambles

And you are still incorrect!!!

You closed your phone lines on Friday before any bank transfers where completed, and you didn't pay my regular income, only some extra I had applied for!!!

You told me that you were keeping the lines open until later, and staff were being put on overtime!!!

Lies

Thanks for the stress you have caused!

James Hay are very quick at answer calls which is unusual these days.
I found Elvan Scott extremely helpful and very patient in my recent call regarding my tax free drawdown

These guys dont understand the customers - my experience during 2025/26 is as follows

1. the response to email questions is slow
2. the actual answers to questions sometimes dont bear any relationship to the original question.
3 the person you get to first talk with is a note taker and cant actually help
4, any draw down is only paid at the end of the mopnth but again unable to say exactly when if a saturday and sunday is involved
5. the website site is often down at weekend s for a promised upgrade
6. the data on you sipp can very to a next day to 3 days on and they blame the investment company
7 any draw down should produce a statement of gross and net and we should not be expected to chase
8 the fee structure would baffle Einstein!!

if i was to move from HL to FI and James Hay was involved i would not move

these folks just dont get it

Adam Taylor - Client Relations Manager was very efficient, fast and great to deal with - well done James Hay Partnership

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 required from on my iPad.
It is always good to find an employee who obviously knows what he is talking about.
Much appreciated as I am no longer young and au fait with technology.
Lucia Simpson

All though I have always found James Hay hard to deal with, and am in fact leaving them I have just been dealing with Elvan Scott who I found to be exceptional!
She was patient,polite and exceedingly helpfull.

Helpful, pleasant, courteous and most importantly accurate advice from Elvan Scott this morning, first class!

Spoke with Elvan Scott who talked me through the process and resolved my problem. Very efficient and friendly lady member of the Customer Service Team. Very satisfied with the outcome.