Hargreaves Lansdown poor service

Mistermeaner

Don’t really like just moaning on here but wanted to highlight what I believe to be some pretty poor service from HL

For context I have banking/savings/pension arrangements in place with Barclays, Santander, HSBC, Nationwide, Scottish Widows and Charles Stanley direct in addition so have a fair exposure of differing levels of service and offering

HL have mine and my partners LISA’s (was very limited on folk offering these) and also my 4 children’s Junior SIPPs (again very limited choice in providers of these)

I’ve always thought HL to be in the ‘expensive but good service’ group of providers

Long story short All of the above 6 accounts get a monthly direct debit from mine and my partners joint account – simple.

We wanted to change the account from which these payment are taken – to another joint account of me and my partner – again dead simple and I presume quite a regular thing to do

Trawled the HL website and looked in our online accounts and couldn’t see anywhere to do this so phoned them up. Spoke to someone who advised me to send a single letter signed by me and my partner with the details we wanted to change and they would implement it – fine!

Sent the letter and heard nothing back for a couple of weeks so phoned them up; turns out I was misadvised and they can’t accept a letter for this and I need to send them some direct debit change forms. These forms are not available on their website so they would post some out.

Forms arrived and I duly completed all 6 and sent them back.

A few more weeks go by and direct debits are taken from the old account – so I phone HL again and ask them what’s going on. They look into it and it turns out that they need a statement from me and my partner that the monies being paid are ‘given as an irrecoverable gift blah blah blah’ – no mention of this previously

So I send a letter signed by me and partner to this effect and also raise a complaint about what I think is poor service. They acknowledge the complaint.

A few days go by and I get an email basically saying ‘yeah sorry you were poorly advised regards sending us a letter’ but no acknowledgement of the other aspects of the complaint and lack of explanation – I ask them to escalate which they say they will and respond to me within 5 days.

I then get 6 separate letters through the post confirming change of direct debit but with a number of the amounts incorrect and also a number of the ongoing investment instructions incorrect (some changed to hold on cash rather than standing stock purchases etc.)

I followed up my complaint which has still not been answered despite being outside the 5 days window asking what is going on and to put this right.

No response to date

As I stand now I sent the original direct debit change letter in August and as of yet it still hasn’t been correctly implemented (bare in mind all I changed was the bank account it was being drawn from, I didn’t change the amounts or investment instructions)

My escalated complaint is now 3 weeks old – I have followed up 3 times after their own 5 days window without acknowledgement or response

Not expecting any advice per se but would like others to be aware of what for me has become a pretty pathetic saga of shoddy customer service – and certainly changed my perception of HL’s positioning in the market

Maybe they are all busy dealing with Woodford fall out

Zola.

I would say they are inundated with clearing up the work with the masses who are leaving them right now.

Its time they dropped their management fees for one. That would buy some good favour from customers.

HUMBUG

I've also had some problems with HL in the last few days . It's almost impossible to get through to their customer service via their 0117 number. Have tried 4 times ,  approx 10 mins wait each call,  listening to an automated message, then just gave up. Have also sent reply emails to specific customer service people that are supposed to be dealing with my issue but no response. 

In the end I contacted their CEO and told him how surprised I was at the poor telephone/email  response times and whether he could ask one of his people to contact me (as my matter was quite urgent) but no reply from him either.
They are usually very prompt at answering the phone and their staff are usually well trained in internal procedures but maybe Zola is correct in the previous post . They are probably swamped with the Woodward fallout and just cannot cope. 
In the end , I have typed up a covering letter explaining what needs to be done , attached forms that need to be completed by them, what references need to be included in correspondence between them and another platform provider. I am keeping my fingers crossed that they will now do what needs to be done.
If things don't get better fast in the next few months , I might have to consider moving to another platform (ie. Fidelity).

SonOf

In the end , I have typed up a covering letter explaining what needs to be done , attached forms that need to be completed by them, what references need to be included in correspondence between them and another platform provider. I am keeping my fingers crossed that they will now do what needs to be done.

If you are moving between platforms and its a pension, its unlikely any forms need to be completed by them that you supply.  
1 - If its a pension, then the Origo options system will be used if both parties have it available (most do and HL certainly do).   If the other party has discharge forms then HL won't fill them in.  No provider does nowadays (and havent for some time).
2 - if its an ISA then forms are handled between providers without your involvement.

Maybe you could give more info on your issue and we can help?

If things don't get better fast in the next few months , I might have to consider moving to another platform (ie. Fidelity).
And you think that will make a difference?    I am having problems with Fidelity just this week over a transfer from them.    

Doneby55

Sounds like a complete shambles. FWIW I've never had any such issue with AJ Bell, and they have provision for LISAs and JSIPPs also.

RyanHello

Not sure how anyone can use HL. Their fees are daylight robbery

[Deleted User]

Get a Subject Access Request.
Free from HL and details all your conversations with them.

ChesterDog

RyanHello said:

Not sure how anyone can use HL. Their fees are daylight robbery

That entirely depends on how you use them, and the size and nature of your portfolio.

AnotherJoe

RyanHello said:

Not sure how anyone can use HL. Their fees are daylight robbery

I pay very little because I've got mostly ETFs, ITs and shares.

Albermarle

If things don't get better fast in the next few months , I might have to consider moving to another platform (ie. Fidelity).
And you think that will make a difference?    I am having problems with Fidelity just this week over a transfer from them.    

Of course a new provider could also have admin /customer service deficiencies . However HL are the most expensive and trumpet their service credentials , so …..