Robert Meadows

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  • in reply to: Hargreaves Lansdown #24549
    Robert Meadows
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      I have been a very contented user of the HL platform and service for a number of years.

      Since end 2022 I have experienced very poor service, slow response and an apparent lack of Main Board interest in communicating with a customer.

      In brief, for a premium priced “investor service” in January 2023 I was not able to get through on the telephone from abroad; secure message queries where taking a week or more to get answered, one of my holdings was showing an incorrect £40,000 loss on my account , it took me up to 20 mins to get a phone answered and then a reply suggesting that the people to help me were unavailable.

      I email their posted Board secretary asking to speak to a Board Director to ask if the Board was aware of what was going on in the business. So far, I was given a multi channel director who explained that they were changing to different software for the platform (clients paying premium fees were not informed) , they were short of staff due to their internal policy of encouraging young people to move for change of role and/or promotion hence leaving them understaffed in dealing with customers, the Director had presented to the Board and been given support to recruit additional staff but this was slow due to the aftermath of the pandemic.

      In parallel, HL have invested significant sums and people in moving from being an “investor service provider” to becoming and investment opportunities marketing company and provider.

      I emphasised that I had asked to speak with a Main Board Director and so far, despite follow up calls on my part, this has not been set up.

      Although the telephone service has been improved, they have moved to a recorded message optional choice system which keeps trying to aim the caller off speaking to someone appropriate indicating ares of their site to view.

      This in my experience is a sad move from being a premium service provider focused on clients to, an organisation that is seeking to build revenues in adjacent areas at the expense of its clients. the Main Board being inaccessible has led me to sell my holdings in other companies.
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      I would be interested to know whether i am alone in experiencing this degradation in customer service and access which is all the more concerning in these times of high market volatility

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