Review Time
I’ve been with SJP for a few years and, up until recently, the service has generally been very good. However, over the past six months they introduced a new client portal which, despite looking more modern than the old one, does not allow me to top up my ISA.
As a result, I haven’t been able to make my usual ISA contributions for the last six months. I’ve received no clear updates on when this functionality will be restored, which is extremely frustrating.
I don’t understand why the old portal wasn’t kept active while the new system was being properly implemented and tested. To add to the confusion, I received an email yesterday stating that ISA top-ups were now possible — but when I logged in, this still wasn’t the case.
Overall, this has been a disappointing experience compared to the high standard of service I was used to previously.
I am deeply dissatisfied and frustrated due to the mistakes made in my interactions with the company, which remain unresolved. The most troubling aspect is that my connection to them stems from the passing of my late father, and there is a noticeable absence of empathy in their business practices.
- Miscommunication of essential information
- Failure to respond to emails
- Loss of documents without offering solutions
- Inability to adhere to promised timelines
- Administrative mistakes on critical documents
- Complete lack of understanding
In contrast, other financial institutions we have dealt with during this difficult time have shown a better understanding.
I am very disappointed and feel let down, incurring expenses due to the errors made in my dealings with the company, which remain unresolved. The worst part is that my connection to them arose from my late father's passing, and there seems to be a complete lack of empathy within their business. - Miscommunication of crucial facts - inability to respond to emails - losing documents without providing solutions - failing to adhere to promised timescales - administrative errors on important documents - total lack of empathy. In contrast, we have interacted with other financial institutions during this challenging time who have shown understanding.
If I could rate lower than one star, I would. This company has done nothing but block me from accessing my pension when I needed assistance with the forms. They kept telling me, 'I’m sorry, I can’t help you with that.' Their lack of helpfulness is appalling; I would not recommend them to anyone, and I plan to report them. It's unacceptable how I've been treated.
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