Contacting Hargreaves Lansdown

olbas_oil

I initiated an ISA transfer away from HL back in May. My new broker (iWeb) text me every 2 weeks to say they have had no response from HL, and are suggesting I give them a nudge. However I can find no contact details on their website. The contact us page says 'If these don’t answer your query and you would like to speak with one of our Helpdesks we will endeavour to answer your call as quickly as possible.' but there is no number to call the Helpdesk on.
I have sent them an 'email' through the secure link. That says "we'll reply to your secure inbox and also send an email to xxxxxx' but they are not responding to that either.
I have read that it is very much in their interests to delay transfers out. I accept that Covid will make response times longer, but do not understand why they cannot even send an acknowledgement. I suppose my next stem is a complaint by post, but was hoping to take a more graduated approach with a discussion with a person first of all. Did anyone take a note of the helpdesk number before they removed it from the website?

bowlhead99

olbas_oil said:

 However I can find no contact details on their website. The contact us page says 'If these don’t answer your query and you would like to speak with one of our Helpdesks we will endeavour to answer your call as quickly as possible.' but there is no number to call the Helpdesk on.

If you go to https://www.hl.co.uk/contact-us

Then it says "Tell us what you want to talk about and we'll show you some contact options." with a dropdown for 'choose a topic'. 

Just pick ISA or Transferring Investments or Withdrawing Money - they all sound vaguely connected to what you want to talk to them about - and all those options will show you the the "Investment Helpdesk" phone number.

colsten

Google is your friend.

ColdIron

The general helpdesk, 0117 900 9000, should be ale to help you, if not they will transfer you to someone who can

Stoodles

I'm experiencing the same delay. Let us know how you fare with nudging HL

barnstar2077

Great, I need to transfer some money too.  Please let us know how you get on!

Thrugelmir

olbas_oil said:

I have read that it is very much in their interests to delay transfers out.

Suspect the bigger issue is that their plush Bristol offices are too Covid friendly. With many staff now working from home in a limited capacity. 

sairy.gamp

olbas_oil said:

I initiated an ISA transfer away from HL back in May. My new broker (iWeb) text me every 2 weeks to say they have had no response from HL, and are suggesting I give them a nudge. However I can find no contact details on their website. The contact us page says 'If these don’t answer your query and you would like to speak with one of our Helpdesks we will endeavour to answer your call as quickly as possible.' but there is no number to call the Helpdesk on.
I have sent them an 'email' through the secure link. That says "we'll reply to your secure inbox and also send an email to xxxxxx' but they are not responding to that either.
I have read that it is very much in their interests to delay transfers out. I accept that Covid will make response times longer, but do not understand why they cannot even send an acknowledgement. I suppose my next stem is a complaint by post, but was hoping to take a more graduated approach with a discussion with a person first of all. Did anyone take a note of the helpdesk number before they removed it from the website?

Contact email address below (HL).
Like the Original poster, I too initiated a 'transfer out' from HL to iWeb. I did this in the first few days of June and am still waiting.
Unlike the OP, i have had nothing from iWeb of their own bat - only vague responses and promises made on 'Livechat'.
This is What HL told me via Secure message on the 27th Aug:
"Thank you for your email.
I have confirmed with the relevant team that unfortunately this transfer application form was sent to the wrong team.

If this form could be re sent to the correct team at transferoutapplications@hl.co.uk we will honour the date it was initially sent.

From here we could proceed with the transfer.

I hope this has been of assistance to you. If you have any other questions, please get back to me."

So, 9 weeks plus and nowt. I posted on these forums a while back on these matters in an 'IWeb' thread and was criticised for my perceived impatience. 
I really cant tell you whether it is iWeb or HL who is to blame. Good luck with yours.

Alexland

I have been calling HL on that number to chase them to correct an error they made with my HMRC records following my LISA transfer to AJ Bell last year that has since been causing my monthly LISA bonus claims to fail. When I originally transferred the account in from Nutmeg they made mistakes and were slow and making mistakes again on the way out and all of this was before the covid situation. HL seem to be trying to beat NS&I in the competition for who can provide the worst transfer service.

olbas_oil

Thrugelmir said:

olbas_oil said:

I have read that it is very much in their interests to delay transfers out.

Suspect the bigger issue is that their plush Bristol offices are too Covid friendly. With many staff now working from home in a limited capacity. 

There were complaints about HL taking a very long time to perform transfers out long before Covid. https://www.telegraph.co.uk/investing/isas/investors-quitting-hargreaves-lansdown-face-huge-delays/
So, although Covid will have exacerbated the situation, it is not the primary cause.
I received an automated reply from HL stating that they were now processing emails received four weeks earlier. If anyone from HL is reading this, what I'd like to know is:
1) What is the delay on processing emails for transfers in?
2) What is the relative size of teams between transfers out and transfers in?
I would think Covid would affect both teams in the same way.
I also note that IWeb froze all transfers from lockdown until early June. But having re-opened, they appear to giving a responsive service.

Thrugelmir

olbas_oil said:

Thrugelmir said:

olbas_oil said:

I have read that it is very much in their interests to delay transfers out.

Suspect the bigger issue is that their plush Bristol offices are too Covid friendly. With many staff now working from home in a limited capacity. 

There were complaints about HL taking a very long time to perform transfers out long before 

HL has no control over volumes of applications at any given time. Staffing levels aren't a tap that can be turned on and off on demand.