Our puppy got very ill in his first year. Very stressful experience compounded by a large vet bill. Our puppy got well and Many Pets paid the claim promptly
Reviewed on: 13th September 2022
Consistent admin failure - can't/won't locate a large £ amount
1
Awful service from this provider, this for nearly £1000 per annum SIPP admin fee for a series of admin fails. Stay away.
Secure message portal is pointless - no response unless one calls. The customer service team is (mostly) professional and responsive, but the process breaks down the moment one puts down the phone. Log of issues below:
1. Needed to chase last 2 annual plan reviews, which must be provided as part of the contract;
2. Initial lump sum distribution mishandled by the team all along the process - 14.5 business days and still not resolved. A large sum of my money is missing, JH refuses to chase with the bank "because it's procedure to wait a couple of days":
a. My application for distribution was error-free;
b. Simple machine generated reports were not done in spite of recorded promises to do so and had to be chased;
c. Instructions to the custodian to dispense funds was not done and had to be chased;
d. Instructions were sent - by Royal Mail 2nd class not tracked - with illegible signatures, one of which was NOT on the signatory list furnished to the custodian;
e. CHAPS transfer from the custodian to James Hay is "missing" for a full day. Sent them a copy of the CHAPS message. JH allegedly forwarder to the bank, but refusing to follow up same day "because we leave the bank alone for a couple of days per our normal procedure".
Informing the Consumer Protection bodies and the regulator of this.
Reviewed on: 13th November 2019
