Janus Henderson Opiniões 95

They have non-existent customer service. I have been trying to transfer an ISA and it has taken many months at a time when the market has dropped so I’m significantly out of pocket as a result.

If you raise a ticket in the portal they don’t reply and close the ticket without giving you a response. You get sent a link to view the response in the portal but the link doesn’t work. So if you log into the portal the usability is awful, it’s 4 clicks to get to the messages and then a hidden drop down to archived messages to get the message the ticket had been closed without a response.

There was a mismatch with some of my details but there is no way of checking this in the portal and they failed to contact me to let me know so I could take action. I had to phone to change but only in strict office hours.

I then raised a complaint via email and they claim they’ve written me a letter in response. Nothing received yet. They also phoned me three weeks after the complaint was raised, when I called back 1 minute later the phone lines were closed.

So I phoned the next day was on hold for 15 minutes with somebody who couldn’t help me and then called back 30 minutes later when I told them I wouldn’t be available.

I would avoid unless you are able to manage your finances via phone in office hours and want to wait 5 working days for any action to be taken.

Edit
I have now received the letter ‘addressing’ my concerns. They have not acknowledged the fact that the email link they sent me did not work. They claim that they did respond to my initial request despite the fact that they closed the ticket and didn’t respond to my question. The response was incredibly patronising and didn’t address any of the issues or delays in their communications. Their actions caused negative financial outcomes for me that they have not even acknowledged.

Service is always excellent. I have experienced issues logging on to my account but when I called, a resolution was found quickly and, since then, all my queries have been dealt with quickly and efficiently and with impeccable manners.

Oh wow, I have been assisting my neighbor transition immigration to Croatia and the agents at Janus Henderson made the process seamless, they took extra steps to ensure their was no hiccups along the way, they showed they cared and I am very impressed thank you to all who help someone along the way in life. Be Blessed.

I was locked out of my account and used Chat to sort it. Natalie was fantastic and sorted me out within 5 minutes. Great service from Janus Henderson Chat.

I have never used this site but the chat box I had (with John) answered the question and answer was clear, timely and to the point. The best online chat box I have ever experienced to date

I had a query about unit pricing. It was answered quickly within the 'chat' box facility. Great service!

I had a query why the share price hadn’t been updated since last week and was very quickly informed that it was because these funds had ‘non dealing days’ which is a whole week in February. They were very efficient in getting back to me on a ‘chat box’ in under 2 minutes.

I had an issue logging on but John was able to resolve via the chat line.

Chat service quickly resolved my query about the postal address for forms

Very helpful staff and a good investment so far.

Very rarely used the customer service but was excellent today, prompt response and very helpful.

Very helpfull. I got the information I required and quickly.

Live chat answered my questions promptly and helpfully. The company might think about allowing customers access to historic documents online.

The website was easy to use but lacked essential information. I used the online chat to ask for the further information. SPoke with Haile who was helpful. However was told they would come back to me with the information in 3-5 days (which I thought was a long time anyway!) but they have not done so

I rarely use the website and don't remember the ins and outs. The last couple of times I have needed help doing what I want to do. My 2 experiences with customer service (one by phone, one by online chat) were both excellent. I got knowledgeable, efficient and friendly service both times.

The Customer Support team member was very helpful and gave me thorough answers to my questions, with links and steps of action.