Help - iWeb customer services contact email address (or complaints team)

milton1970

Hoping for help from the group - iWeb appear to have made it largely impossible to contact them even accepting the difficult times we are in.
Not accepting calls (unless vulnerable or trading) plus the online chat appears permanently offline.
Urgently need to contact them in relation to a SAYE transfer into ISA requested 2 months ago (before the chaos). The other broker are able to action.
Already missed prior tax year but accept that was unavoidable.
Does anybody have a direct email address for iWeb Customer Services or the iWeb Complaints Team 
Trying to give it one last push :-(
TIA 

 

Alexland

milton1970 said:

Does anybody have a direct email address for iWeb Customer Services or the iWeb Complaints Team

iHumans have emailed me from customerservices@iwebsharedealing.co.uk however I note that is the same address that they use for automated emails which contain the instruction not to reply. Have you tried phoning them as they might accept the call if it's not busy?

port_of_spain

Alexland said:

iHumans have emailed me from customerservices@iwebsharedealing.co.uk however I note that is the same address that they use for automated emails which contain the instruction not to reply. Have you tried phoning them as they might accept the call if it's not busy?

I've sent emails to that address and got replies from humans (though not from iHumans — is that some Apple cyborg prototype? ), but I haven't tried that since 2018. Their website doesn't suggest email communication at all now.

The automated emails from the same address have had that instruction about not replying since some time in 2019.

So I'm doubtful that sending emails there will work.

masonic

I think you just have to accept there are staffing reductions causing processing delays, working from home causing logistical delays, plus postal delays, all conspiring to make transfers very slow at the moment. The latest guidance in the email sent on 30th March did not outright prohibit calling them for other reasons, but strongly encouraged the use of online channels where possible. If you really think speaking to someone will help the situation, I'd suggest giving them a call tomorrow morning at 8:00 as soon as the lines open.

badger09

Complaints leaflet suggests telephone . So if you feel your issue is worthy of a formal complaint, I would phone them
https://www.iweb-sharedealing.co.uk/PDFs/How_to_Complain_IWEB.pdf

Albermarle

Maybe it is partly because they are such a low cost operation . You get what you pay for I suppose.

Alexland

Albermarle said:

Maybe it is partly because they are such a low cost operation . You get what you pay for I suppose.

Having tried many different investment platforms I have found no correlation between service quality and pricing structures. Some companies seem to be cheaper and still do a good job.

milton1970

Albermarle said:

Maybe it is partly because they are such a low cost operation . You get what you pay for I suppose.

Would say that iWeb have always been excellent irrespective of cost. I pay more with another platform (Equiniti) but receive a far poorer service .. hopefully it is just temporary.

Key point is really that I expect service to drop but to stop all transfers ( even when already in progress ) seems unreasonable. I get a process of stop accepting any new transfers.

Anyway - all minor in the current s***storm

Keep well all

masonic

milton1970 said:

Key point is really that I expect service to drop but to stop all transfers ( even when already in progress ) seems unreasonable. I get a process of stop accepting any new transfers.

They haven't stopped all transfers. I started an ISA transfer in early March. It took them 2 weeks to acknowledge receipt of the signed transfer form, and then another couple of weeks for the money to turn up in my ISA. I started another on Tuesday and they've acknowledged receipt of the signed transfer form today. Things seem to be improving.

Albermarle

Would say that iWeb have always been excellent irrespective of cost. I pay more with another platform (Equiniti) but receive a far poorer service .. hopefully it is just temporary.

OK fair enough . I suppose I just wonder with their very low fees , how they manage to offer a good service and still make a profit . However that's not relevant to your immediate issue.

Alexland

Albermarle said:
I suppose I just wonder with their very low fees , how they manage to offer a good service and still make a profit . 

People trade more than they expect when first selecting a platform.