Review Time
Very poor handling of a bereavement case, with serious issues around customer support, verification and complaint handling.
In my experience, I encountered repeated telephone verification failures over an extended period and was effectively locked out of obtaining support. What made this worse was that staff were unable (or unwilling) to explain which specific data field was causing the verification failure, so there was no practical way for me to resolve the issue through normal channels.
Instead of ownership and resolution, I was repeatedly rerouted between teams (including bereavements / client services), which created a catch-22: I could not pass verification, and I could not get enough information to correct whatever was preventing verification.
I also received bereavement correspondence containing obvious data/correspondence errors (including an incorrect salutation), which was extremely distressing and undermined confidence in the accuracy of the records being used.
When I raised a complaint, I did not feel the final response properly engaged with the operational facts or the specifics I had raised (including the repeated lock-out, rerouting, and correspondence errors). Overall, the process felt fragmented, defensive and far below the standard of support I would expect in a bereavement situation.
Very poor handling of a bereavement case, with serious issues around customer support, verification and complaint handling.In my experience, I encountered repeated telephone verification failures over an extended period and was effectively locked out of obtaining support. What made this worse was that staff were unable (or unwilling) to explain which specific data field was causing the verification failure, so there was no practical way for me to resolve the issue through normal channels.Instead of ownership and resolution, I was repeatedly rerouted between teams (including bereavements / client services), which created a catch-22: I could not pass verification, and I could not get enough information to correct whatever was preventing verification.I also received bereavement correspondence containing obvious data/correspondence errors (including an incorrect salutation), which was extremely distressing and undermined confidence in the accuracy of the records being used.When I raised a complaint, I did not feel the final response properly engaged with the operational facts or the specifics I had raised (including the repeated lock-out, rerouting, and correspondence errors). Overall, the process felt fragmented, defensive and far below the standard of support I would expect in a bereavement situation.
Amazing help! Sarah was kind and very informative, as a Paraplanner she helped me locate the isin numbers and costs for funds and showed me a way to do it going forward that will save me hundreds of hours in the future. Can't give enough positive feedback.
I called regarding my SIP and got through to Sarah Hooper. All I can say is someone was looking down on me letting Sarah anwser the call that day. Sarah was an absolute angel! I had to call to complete an expression of wish due to being in an abusive relationship & currently in between finalising the divorce and at risk. This is one of the hardest times of my life and how Sarah dealt with me with such empathy & care made this awful time that little easier. To say Sarah was amazing is an understatement. Not only did she show such compassion, she was also so very knowledgeable and put my mind at ease loads with her expert advice. Sarah is truly an asset to Wealthtime and if all the colleagues are like Sarah i would highly recommend! Sarah thank you so very much and I hope you understand what a difference you made to me that day!
Reading through some of these reviews, Wealthtime seem to get a lot of negative comments based on investment performance. As an investor, I am happy with the platform. My adviser manages my portfolio for me and I understand that the stock market can change. Overall, I have no complaints! The annual charges that my husband and I pay are good value for money and my adviser has regular reviews with us to ensure that our investment strategies suit our needs. Happy with the service provided.
I have dealt with Wealthtime for 15 years now and they have been brilliant. I was surprised to hear from a potential client of mine that their Trust Pilot reviews were not good, apart from another IFA's opinion which was very good. As such, it is important to note that in the last few years, the owners of Wealthtime bought Novia (another investment/pension provider) and Novia was renamed 'Wealthtime' and what was the Wealthtime platform I have used for 15 years has been renamed as 'Wealthtime Classic'. It seems the poor reviews on here are for Novia, not what is now called Wealthtime Classic. Unfortunately this is giving the impression that Wealthtime Classic has been poorly reviewed, which I highly doubt, as their customer service, functionality and cost are very good indeed. Perhaps there should be two Trust Pilot options, one for each, to give a true picture of both?
As an Independent Financial Adviser (IFA), I've had extensive experience working with Wealthtime, and I'm compelled to share my overwhelmingly positive experience.First and foremost, their response time to queries is truly first-class. In our industry, timely communication is crucial, and Wealthtime consistently delivers on this front.What sets Wealthtime apart is their exceptional range of investments at a very competitive cost. They offer a diverse portfolio that caters to various client needs and risk profiles. This breadth of options allows us as IFAs to create tailored solutions for our clients.Transparency is another area where Wealthtime shines. There are no hidden charges - what you see is what you get. This level of honesty is refreshing and builds trust with both advisers and clients.I feel compelled to write this review because I've noticed some negative feedback that seems to stem from issues with individual financial advisers rather than Wealthtime itself. In my experience, Wealthtime has consistently provided excellent service.Most importantly, using Wealthtime has allowed us to save our clients hundreds of pounds per annum, thanks to their highly competitive charges. This cost-effectiveness, combined with their quality service, makes Wealthtime an excellent choice for IFAs and clients.What truly sets Wealthtime apart is how they compare to other major players in the industry. We have worked with numerous well-known providers including Abrdn, Fidelity, Aviva, AEGON Cofunds, AJ Bell, L&G, and Prudential. After extensive experience with these companies, I can confidently say that Wealthtime stands above the pack. Their combination of responsive service, diverse investment options, transparent pricing, and cost-effectiveness puts them in a league of their own.
This company have no customer service skills at all! I only have a small pension with them whichbi have asked to be paid out on. Initially, I was told 3 to 5 days, when that expired, I was told they had sent me the wrong forms and it would be 6 days and that Soph would call me back with an update. As no update was received, I rang again to be told 7 days which will be almost a month since I requested the payment. Appalling!
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