Review Time
A few years ago we decided to take out equity release and we did not have a 'standard' property, but Andy Chadwick was amazing and helped us navigate through all the problems and possible stumbling blocks until we were successful in obtaining the equity. The phone calls were often lengthy but always very professional, respectful and encouraging. We cannot endorse him or HUB enough. A few weeks ago we reached out to Andy again and received the same friendly and helpful advice. Long may he stay with HUB.
Regarding using this firm for Annuities, my experience is the same as the appalling reviews by Mr Steve Kershaw of 11.2.2025 and or Mr Wheat of 24 Feb 2025. I note Mr Kershaw wrote that HUB Financial Solutions have refused to follow the Financial Ombudsman decision.You pay a massive fee and HUB show little care to processing the transaction. I had 5 pensions to be transferred to an Annuity and amongst other things, they forgot to monitor one pension. Their arrogant response to my query as to why they had not carried out checks to identify that one of my pensions required an additional authorisation form before being processed is astounding. HUB appear to get good reviews for equity release, the fee for that service must be much higher than the very hefty fee for Annuities and perhaps that’s why HUB make a big effort to process equity releases efficiently over processing Annuities.START OF ANNUITY PROCESS: I started this process in November 2024. I had a telephone meeting with a Retirement Co-ordinator who clearly was not trained to carry out the initial assessment to the extent that the next telephone meeting on 12 Nov. 2024 resulted in the Co-ordinator starting the process questions from start again. From that time on, I have encountered various New Business Processers - no-one person taking ownership, hence, important checks and monitoring of processes not carried out.HUB ACKNOWLEDGE THEY WOULD PROCESS FORM WITHIN 2 DAYS OF RECEIPT:HUB acknowledged via email on 21st November 2024 that “We have received your application form and we will be processing it within the next 2 working days”. Yet, having agreed a hefty fee, they did not take ownership and did not monitor the process, leading to delays where they did not adhere to the 6-8 week processing period for the purchase of an Annuity. One Complaint Officer wrote on 7 January 2025 ["we agree we could’ve chased your schemes and providers on a more regular basis....The timescales for annuities to be set up is 6-8 weeks from when the application has been submitted. While I understand that we are in still within these timescales, I will raise an escalation with your new provider to speed up the annuity set up”.] End of quote.Note: her comment on deadline being 6-8 weeks. When she continued to refuse to provide answers to important questions, I was obliged to escalate the complaint to Mr Trevor Perks, Chairman of HUB Solutions and her Complaint’s Manager. Her Manager wrote back on 5 March 2025 that "I agree we did cloud and confuse the situation through our actions.."but he disputed that HUB Financial Solutions had to adhere to the deadline of 6-8 weeks and upheld her decision that if I wanted answers to concerns that despite the hefty fee that I should contact the providers direct.HUB’s promise on their website is that [“We take care of the admin, so you don’t have to.” Further on it states “We’re totally focused on finding the right financial solutions for people approaching, or in, retirement.”] End of quote. HUB are disingenuous to record this.Ultimately, the buck stops with HUB Financial Solutions and not with the pension providers, which they suggested I liaise direct with instead of HUB. Mr Trevor Perks, Chairman of HUB Financial Solutions, you are given the opportunity here to review how you’re your staff deal with what is undoubtedly one of the most important financial matters that old people have to deal. I very much hope that you do so and respond to me.
Thanks to Jackie Hart at Hub Financial Services we were able to obtain equity release. Right from the start of the process, Jackie was patient, understanding and explained to us the benefits and possible pitfalls. Despite some issues along the way Jackie’s hard-work and tenacity paid off and the completion of the equity release process was achieved today.
I’ve recently had to take equity release to pay for live in care for an elderly family friend for whom I am power of attorney. I would have found the entire experience daunting if it wasn’t for my advisor from HUB, Andy Chadwick. I’m not terribly computer literate but he has guided me through the process and taken time and trouble to explain and support me when I had difficulty understanding what is a fairly complex subject. We had a major setback but he was immediately forthcoming with alternatives and reassurance. I now have the equity release in place so my friend doesn’t have to go into a home. Thank you Andy for your first class service and support.
We had been considering equity release for sometime and eventually contacted HUB via SAGA. The advisor we were assigned was Andy Chadwick and we found him to be the ideal adviser for our situation. He was courteous, thoughtful, knowledgeable and detailed in his responses, with clear illustrations and comprehensive information - and prompt replies to all comments and queries. We felt no pressure to make any decision other than what best suited our needs. The process was detailed and some of initial decisions were quite rightly explored and at times challenged which we in fact did not mind and found very useful. We had three face to face video telephones calls each lasting over 1 hour with quite a lot of paperwork to digest, again we felt this was about right for such an important decision.We did make use of Equilaw a Equity Release firm of solicitors who were excellent.We received our initial drawdown some 12 weeks after our initial online quote from SAGA , the Xmas shutdown came in the middle of this.
Meeting with Jackie Hart from Saga. She was professional, knowledgeable and honest re equilty release. She helped me with options I never thought of rather than simply sign me up. I felt I really could trust her and that she had my best interest at heart. Will recommend her to anyone
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