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Name: Dan

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Just awful process to open cash ISA

Just awful! These people are so disorganized and maddening. Do not give your money to this company!! I invested in a cash ISA and from the moment of applying, they began a barrage of asking for all sorts of information. I get the whole proof of identity etc, but it was asked for over and over, even when I had already sent it on a number of occasions. Then began the forms and requirements as to proof of where my money was coming from. Again, I somewhat understand anti money laundering measures, but its 20k for heavens sake Not a substantial sum that should require such hard work on my (a customers/investors) part. I have never had to work so hard and provide such documentation in order to give a company my money. They asked for a lot of personal information and documents from me, which i did not feel comfortable with continuing to give. Then after several attempts of giving the documents they wanted, they kept coming back and asking for more. Even though they could have asked for it all the first time around!!!? The worst part for me, is their threats and holding my money to ransom. In short, they basically said that I cannot have access to/withdraw 'MY' money unless i give them everything they ask for. The matter was even escalated to management and investigations team. They finally came up with a solution and wanted some final documents from me. They even wrote a letter, stating exactly what it is that they want from me to resolve this. Guess what?! I sent them these forms and proof of where my source of funds come from (which i found very invasive). They contacted me back, saying that they now want proof of address and identity!! haha!. Not only are they asking for further things, after stating clearly in a letter from management, that I only had to provide one last thing (none of which was proof of identity etc). Also its forms and documents that I already sent them at the beginning of the application. Actually a few times over. Absolutely appalling organization, bad service and blatantly invading my privacy. They even tried to make out that its a legal requirement and everyone asks for this information. Which i know is nonsense, since I opened a different ISA in a previous year and was not asked to provide any of this. Apparently its company specific. Therefore, it appears that this company like to really put out their customers and make their life difficult and basically hold your money for however long they deem, whilst i play thier ridiculous paperwork games. I want out of the investment and make good on any returns i have made, but they wont let me, until i jump over more hurdles that they are creating. If they make it so that i lose money because of this, then that in itself is beyond acceptable. Reviewed on: 1st August 2018

Reply from Thanks for getting in touch Dan, if you could email your details to [email protected] I'd be happy to look into this further for you. Thanks, Jane Response date: 3rd August 2018