Janus Henderson Anmeldelser 

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.

I would give them zero stars but not possible. Echoing all the other negative comments. Wrote emails 3 times to “support” and got no replies. Sent letter “signed for” - no reply. The worst customer service I’ve ever encountered. I’ve now reported them to financial ombudsman. If you ever want access to your money, avoid these cowboys.

I have investments with this company....would not advise anyone to use them...customer service is dreadful, trying to release money is made very difficult, every excuse made to delay. 4 weeks 2 days and still have not received my money. DO NOT USE!

Do not use these people, my uncle passed away and they will not release his investment money which would allow us to distribute his will.

Requested verification of my ID and address by paper certified copies. Wrongly assumed I was no longer U.K. resident. No other organisation has done this. Fidelity (for example) provided secure E mail facility for me to send scans, no certified copies by post required. My pension provider accepted scan of my passport plus a 'selfie' as proof I was still alive! Janus Henderson have now restricted my on-line facilities, I cannot inform change of address or mobile 'phone number. Dealing also prohibited, hence I can't withdraw my own money. They claim they were unable to verify my ID and address (in UK) electronically but, when asked, failed to explain what steps they had taken.

I'll echo every other bad review of this company. This company clings onto people's money like a blood-sucking leech! The value of my investment DROPPED like a stone after I asked to close the account and I am STILL trying to get my money out of Janus Henderson and they STILL insist on blocking my request.
They tell me my bank account details are unverifiable (even though no one else has said this) and that i must WRITE to them with a printed statement (a PDF version is unacceptable) and they MAY then send me a cheque. IF they post me a cheque promptly, it will have taken FOUR weeks to get my money back.
Appalling company, appalling service, appalling attitudes and an execrable online system.
AVOID!!!
Three weeks later and they STILL haven't paid me my money!
They've advised it will be less than £20,000 and that the value has dropped more than £1,000 between the beginning of the year and when I asked to close the account in April.
I've now sent them four proofs of ID and address, including notarised copies of my passport and driving licence which I've had to pay for. And, they're still asking for more.
They think they can excuse their witholding of funds because of money laundering regulations - bunkum!
No other investment company that I've used has been so purposely difficult or so badly administered.

My 83 year old best friend sold out of a unit trust and asked for the funds to be transferred to his bank account. JH had details of bank, home address (where they had been sending statements for c30 years!) but sent him request, after request to prove this , prove that over weeks and weeks and none of it online. Call it stone age?....I call it a deliberate stalling policy.

I recently spoke to this company regarding shares I sold very helpful for a start but then I had to talk to a man called James who was horrible rude and told me I wasn't telling the truth