Janus Henderson レビュー 99

My wife & I each held an investment account, both dating back to 2011 (pre Janus merger). Lump sums left to grow so no transactions, until 2023 & March 2024.

We are both UK nationals & UK taxpayers & always have been.

Last year I cashed in my plan through their portal. Transaction confirmed then 10 days later I get a letter saying that funds not issued since I hadn't registered my UK bank account - no call or email, just a letter issued second class & received 10 days later! BUT, I had registered my bank, they messed up but only resolved after phone calls with a Manager.

Fast forward to Mar 2024 when my wife tried to cash-in her plan. Portal transaction confirmed, then lack of funds queried via "chat" a week later. Told payment should arrive in 2-3 days. Then lo and behold a letter is received TEN DAYS after withdrawal submitted on 14 March. Letter suggests that my wife needs to complete a US W8 BEN form to prove she's not a US national or US tax payer!!!!!! She immediately raises a complaint via email and hears NOTHING. No call, email or letter despite chasing via portal "chat". Truly shambolic & incompetent people.

Their complaints procedure promises a response in 5 days....we finally got an acknowledgement by letter 11 April, NINETEEN days later. No urgency on their part, no service, zero interest in their obligations. I had to lend money to my wife to cover their incompetence.

I'll save the rest of the story & think a referral to the FCA is in order.

Probably the second worst company I have ever dealt with, 100% Total Rubbish Customer Service. They have a total disregard for customers and their Mental Health. I would Never Recommend this business to anyone. They are very unhelpful and staff unprofessional. Wish I could only given them NO STARS

This company are frustrating beyond belief! When my father died, dealing with them was so difficult that we lodged a complaint, for which we got a measly token gesture of money and a generic sorry letter. Now trying to tell them my mother is dying, and cannot verify her identity even though she has been an investor for over 30 years, they are just not listening. I have sent them two differently certified power of attorney documents, the latter properly certified in accordance with GOV.UK guidance, but this is still not good enough.
How many times can I tell you the same thing and then have to wait a month for a response
AVOID!!!

After reading the negative reviews here I contacted Janus Henderson by telephone expecting a long wait. Within a couple of minutes I got through to a very pleasant adviser who dealt with my query very efficiently. So one satisfactory experience at least!!

I've had an account with, what was 'Henderson', for over 20-years, and for 90% of that time things were fine. Paid money in, drew money out with little problem...until the shiny new 'portal' was set-up. Recently I tried to transfer £25000 into my bank. The transfer failed, due to I believe my account details got changed during the'portal set-up' phase.
Every time I 'phone them - every day for over a week now - I get a different call-centre staff who has no knowledge of my problem and so I have to relate my problem from square one. Worringly one actually said "we don't know exactly where the money is...!"
My next move, once this is sorted, is to close the account and put my money where I think it will be safe and I can keep an eye on it.
You claim to have 'reached out to me'. When? So far I've had no contact from Henderson by 'phone or email.
Your staff have had a copy of my passport and bank statement. Get on with sorting it out!

I have complained numerous times to this f****d up company that their online portal as well as their App is a total disaster as you cannot use a finger interactively to check a particular date’s valuation!! I was able to check the daily valuation when clicking on the online portal’s performance menu which you can only see when you scroll down. BUT TODAY I CAN ONLY SEE WEEKLY VALUES as the minimum!! As far as the app is concerned. don’t even bother going on it as it’s NEVER INTERACTIVE!! It’s just one b****y figure of previous day’s valuation and absolutely crap!! As much as I would like to keep investing with them, I will be stopping my investment with them and transfer it to another investment company as their b****y portal and app have let me down very badly to say the least. Looks like a child is creating these portal and app Inhouse rather than a professional person from an external company!! I HAVE NEVER EVER WRITTEN A REVIEW ON TRUST PILOT BUT I JUST WANT OTHER CUSTOMERS TO KNOW THAT THIS COMPANY WILL FIND EXCUSES TO SAY THAT THEY ARE WORKING ON THE PROBLEM BUT THEY NEVER EVER DO!! In fact they spoil it even further!! So please invest in other companies and STAY AWAY FROM THIS ONE!!

After some initial issues Janus Henderson turned things around. I can't fault the service I received. Would definitely recommend.

For several weeks, I have been trying to deal with my mother’s account. I have submitted power of attorney documents, bank statements etc. every time I talk to someone, another hoop is placed in front of me to jump through. When I spoke to them this morning, I was told to provide a letter from the care home to prove where my mother is. Why????Syed has told me twice his manager would call me , no such luck.Her bank statement I provided showed the payment to her care home. It’s been an absolutely appalling experience. I wouldn’t give this company one star.

I have now waited three weeks for a settlement which they promised "within 4 days".
Only a very patient saint would try to contact them by telephone (do no senior execs ever check on the customer experience?) so my next step will be to complain to the financial ombudsman.

Horribly unprofessional.
Despite promises to do so, they will not give me information about investments they say they no longer hold.

Unanswered letter to CEO

‘Dear Mr Dibadj,

Regrettably, I have been experiencing problems administering my father’s estate as a result of the persistent failure of your employees to advise me what has become of the investments he made with your company.

Please see the attached letter received today, which, frustratingly, merely reiterates what we were told at the outset of our enquiries, omitting to provide us with the details that we have requested, and that have been promised to us over the telephone on at least two occasions, firstly by Syed and subsequently by Zoe.

I am beginning to suspect that your staff do not know what has happened to the investments. Hence, the reluctance to provide further information.

I should be most grateful if you would look into this matter, and let me know the following:

1. When the accounts were opened and with what balance

2. Where and when the proceeds have been paid

3. The closing balances on the accounts

It would be most helpful if you would kindly send copies of the closing balance statements to my father’s address.’

First, they don't deserve any stars for this issue. They have set up a new log in system which has a couple of anomalies that could have been avoided with better communication but what do you expect from computer geeks.
Harry helped on there phone service was five star.
When re-registering 2 things were not mentioned a username or what it would be connected to and a code number it's connection and how many numbers were needed. I explained to Harry why I didn't see a connection. Pete R.

I had shares in Henderson dividend trust and Henderson High income trust. To save money Henderson decided to merge the two trusts . They offered shareholders of the dividend trust the option of taking cash, but I decided to stay loyal to Henderson and receive High income shares. The result was that share holders that stayed loyal lost over 10% of their money rather than the ones that cashed out. How can that possibly be justified.? I have since received a reply from Janus asking me for a contact number so that they can speak to me. I have given them my number and have received no phone call. I think that says it all

One star is generous! My husband and I now live in the US and have a Janus Henderson UK account with about £3,700 in it. For 3 years we have been trying to get them to close his account and are still dealing with their incompetence. We have sent, notarized, etc every form, document that he has been asked for. I even made a trip from Florida to our UK bank branch to get an official copy of our bank statement which I sent to them. Daily calls to customer service and still he waits. He thinks Janus Henderson is stealing his money. I agree! Maybe @Janushenderson CEO Ali Dibadj would like to reply!

I have been with Janus Henderson for over 20 Years I was transferred over to this company from Aberdeen Assets I invested £18000 (Who lost 75% of my investment within 18 months) left with £3700.00 as I had Lost most of my investment, I decided No finance manger just leave it with this company I had nothing to lose. Then after 5 years my share total was £10000.00. Now after over 20 Years I up to £60000.00 with a withdrawal of £12000.00 Janus Henderson have been excellent. We were inform that they would be using a new updating website which we were informed months before yes we all have to re-register, so people stating they couldn’t withdraw money etc Rubbish you can close your account at any time. They have a really good professional Help line. I Will Be Staying with a company that I can trust.

Thankyou for your reply. This is unusual in the way that I've managed to actually get a communication with you.
I've been trying to speak to a real human being at Janus Henderson for weeks now, nobody answers the phone or emails. You keep reminding us with a generic message to call customer service on the number provided. Nobody answers, it's frustrating and stressful.
Your new and improved app does not work or let me on. I'm stuck in limbo.
I've decided after 20 years or so that I really don't feel comfortable with you anymore.
I've tried to withdraw my funds last week due to frustration with your customer service but now communication has ceased and my cash has not materialised.
This is very concerning and my next desperate step is to contact the financial ombudsman to see if anything can be sorted out.
Please stop giving out automated messages telling clients to contact customer services as this is worse than impossible. Thanks but no thanks

One star is being generous. I’m just trying to sell my holding but the new Janus Henderson system will not accept my bank details neither will their help desk. Long wait for my call to be answered and an arrogant attitude from their staff. I was asked to send a copy of a bank statement to them to verify my account details - they must think I’m a fool. The chat box doesn’t work and my only alternative is to sell on line and wait for a cheque then drive a 50 mile round trip to pay the cheque in if and when it may arrive - unbelievable!

Answering the phone instead of 2minute recorded response and then prolonged wait.
Prompt response to on line chat.
"Improved" portal to live up to its name. Previous portal was immediately accessible. New one won't accept registration.

Appalling. Went to log into my account on 29/10/23, the site was down due to maintenance/upgrade. Tried to lock into my account today. Called customer service, waited 20 minutes for my call to be answered. I was advised I now have to re-register my on-line account.
I express to the advisor that the JH customer service was poor and I had read the poor Trustpilot reviews. She advised if I was not happy I could move my funds and close the account.
I suppose she was only being honest and was correct to point out I do have a choice. She also offer to escalate my complaint, but I choice not to do that. But now considering my options, re my account.

Sent me details to say they wer changing the fund and to redeem if you didn't want the increase in ISA fees.
I sold the shares from their sell option and now there is no record of where that has gone.
I will report the the financial ombudsman and see if it speeds up their support.

Was told LPAs would be returned next day with Royal Mail 24 signed for. JH signed for the LPAs on the 29 April. I chased them up a couple of times this week. After much hassle a Royal Mail tracking reference was provided but this isn't currently registering in the Royal Mail system. It'll be 2 weeks tomorrow. Not really good enough for important legal documents that are needed for other purposes.

On top of that, the underlying investments are abysmal. Poor performance. High fees. I'll be looking into whether these were mis-sold to my elderly parents.