embarkplatform.co.uk Arvostelua 49

Nightmare customer service coupled with total incompetence and dishonesty. Having been an Alliance Trust customer which was then taken over by Embark, I decided to give them a try. So bad was the experience (and that for my financial advisor and many of his clients as well) that I decided like many others to transfer our ISAs away and close our dealing accounts (myself and my wife). After much effort from our new provider they told us that they could get no meaningful response from Embark and that we should pursue this through the ombudsman. We started the process with Embark in early January - terrible to deal with, no communication, and suddenly after we threatened legal action, in late May did they finally enable our ISAs to be transferred all the time charging us fees and those to our financial advisor. They kept stalling and asking for this and that, losing letters etc. - it is now almost July and we have still not been able to close our dealing account. Without a question, I would advise you not never to deal with this shocking business. We know from one honest employee that their greedy desire to take on new clients from Alliance Trust was a complete disaster and that they are swamped with disgruntled customers and financial advisors - not that they care.

Having a similar terrible service with trying to transfer pension to my new provider

My wife and I have been trying to transfer our ISA's to another platform for 6 months. Due to a series of errors, combined with slow or even no responses to requests, these transfers have still not completed and no end is even in sight. I opened a formal complaint 8 weeks ago, and have just been told that they have not yet completed their investigation. I have so far lost thousands of pounds, not to mention all the hours spent on hold to their "help" line. This company are totally incompetent, and take no care of their customers.

Unhelpful, inconsistent, we are stuck with these people because they bought out our previous platform, they don't do simple, standard basic things. We won't be staying with them.

There's an emerging theme here. My, and my wife's, ISAs were taken over by Embark Platform in November 2020. Since then, their customer service has been non-existant:
- they didn't provide a login id for my wife's account
- they did reply to my emailed questions, after 12 days....
- since we requested transfers to another provider they have not even acknowledged receipt of the request.
My next step will be a formal complaint to the FCA.
My recommendation: I wouldn't touch them with somebody else's barge pole.

Our funds that were previously managed by Alliance Trust were 'sold' to Embark recently. I thought I would given them the benefit of the doubt. Unfortunately the web site is not great and there is no app. I have decided to move all of our funds but (surprise surprise) it is proving impossible to get Embark to even acknowledge that they have a task to do

Update: 7/3/21
I submitted a formal complaint to Embark and finally received a response. The transfers I asked for are finally moving forward but it has taken more input from me than it should have done