Transfer to iWeb - 13 months and complete at last!

Aylesbury_Duck

milton1970 said:

Have you tried pinging an email to the complaints team - seemed to get my transfer moving as they called to resolve

I've been unable to find an email address.  They only provide a phone number or sporadic availability on webchat, both of which appear to be staffed by people who don't have information/access/authority to carry out the necessary checks to provide an answer.

Alexland

Aylesbury_Duck said:

I've been unable to find an email address.

I have had emails from them with a reply-to address of:

customerservices@iwebsharedealing.co.uk

Alternatively you could send a complaint by letter:

Customer Services Department,
IWeb Share Dealing,
Lovell Park Road,
Leeds,
LS1 1NS

Chickereeeee

Aylesbury_Duck said:

milton1970 said:

Have you tried pinging an email to the complaints team - seemed to get my transfer moving as they called to resolve

I've been unable to find an email address.  They only provide a phone number or sporadic availability on webchat, both of which appear to be staffed by people who don't have information/access/authority to carry out the necessary checks to provide an answer.

This is the  address you need:
StockbrokingCustomerRelations@LloydsBanking.com

Source: have been down this path myself....

soulsaver

For balance, I'm usually a content IWeb user... other than the ISA transfer process.

I would also warn that it's not just S&S - the one I cancelled was cash to IWeb from a building society.

And the one I'm currently griping about is liquidated holdings in cash to facilitate an expedient transfer out, which shouldn't take more than 10 days IMO. 

But is taking MONTHS... and why can't you get an answer? Is there cash flow problems?

Last answer I got was try us again in 2 weeks. 

Aylesbury_Duck

Update: Thanks to Alexland for the email address.  I sent them an email and they have re-opened my original complaint on the basis it wasn't resolved.  I think they just assumed "we've given him £275, matter dealt with".  Hopefully someone will be in touch with an update.  In the meantime, Vanguard have again confirmed that they have done everything that was asked of them by iWeb and that the funds were transferred out of Vanguard on 23rd July.

soulsaver

soulsaver said:

For balance, I'm usually a content IWeb user... other than the ISA transfer process.

I would also warn that it's not just S&S - the one I cancelled was cash to IWeb from a building society.

And the one I'm currently griping about is liquidated holdings in cash to facilitate an expedient transfer out, which shouldn't take more than 10 days IMO. 

But is taking MONTHS... and why can't you get an answer? Is there cash flow problems?

Last answer I got was try us again in 2 weeks. 

So for further balance after an hour on their chat, resulting in the 'try us again in a couple of weeks..' comment above - the transfer  arrived in my II account yesterday. 

Alexland

Aylesbury_Duck said:

I think they just assumed "we've given him £275, matter dealt with".

Would it be better if they never complete the transfer and just keep giving you £275 if you complain every year?

Aylesbury_Duck

Alexland said:

Aylesbury_Duck said:

I think they just assumed "we've given him £275, matter dealt with".

Would it be better if they never complete the transfer and just keep giving you £275 if you complain every year?

To be honest, I didn't ask for or expect any compensation at all, and I'd rather just have assurance my funds are where they should be, than more compensation payments.  I've got a similar issue with missing AVC contributions to Prudential.  They sent me £300 recently, as soon as I complained and asked for an update.  Still no sign of my funds there, either!  That one's dragged on since May.

NotSureWhichUsername

After transferring my GIA and ISA and my wife’s GIA from HL to iWeb - which all took a while but completed in the end - we’ve had a nightmare with my wife’s ISA transfer. 

The in specie transfer was lodged with iWeb around 07/01/2021 and, after having opened formal complaints with HL and iWeb into the delays, the holdings were finally transferred on 31/08/2021 - however, they transferred her HMWO (GBP) ETF holding into HMWD (USD version.) 

I had online chats with two different iWeb agents on the same day, only to be told incorrect information twice:

First agent tried to tell me that the SEDOL number for HMWD was HMWO’s SEDOL number - so the transfer had been correctly done. This was easily disproved by looking at the LSE website…

The second agent - when I contacted them to correct the erroneous SEDOL number information they gave me, told me that the valuation report from HL specified the full name of the HMWD USD product. When I received the copy HL valuation they sent me - clear as day - it says the holding is the HMWO GBP version. 

I’ve now re-opened my formal complaint as, to my mind, the transfer still hasn’t been successfully completed after nine months!

valiant24

Aylesbury_Duck said:

I instigated a transfer of a S&S ISA from Vanguard to iWeb, way back in January.  

If it's any consolation, they're not just picking on you!   I requested 2 transfers to iWeb in May, from Embark and from EQi, and with the exception of the cash from EQi nothing has happened at all.   The portfolios are worth about £400k.