Mattioli Woods Arvostelua 102

TL;DR: A sustained failure of communication, coordination, and client care during a critical handover process, demonstrating a failure to exercise appropriate professional care.

After nearly 30 years with Mattioli Woods, it became clear during our attempt to transfer our SSAS that the service had deteriorated into something opaque, impersonal, and far below expected professional standards.

We began the transfer process on 1 December 2025. By late February, more than two months later, we were still no closer to completion and had received very little meaningful progress or clear communication. Requests for information and documentation appeared to be ignored or significantly delayed until the matter was escalated.

From that point onwards, the process remained slow and reactive. Progress only seemed to occur after repeated chasing. We were given explanations about complexity, internal checks, deeds, valuations, VAT matters and rent arrears, but very little in the way of clear ownership, timescales, or accountability.

At various stages, key documents were delayed, signatures were awaited without explanation, and internal reviews appeared to create further bottlenecks. It was often unclear who at Mattioli Woods was actually responsible for progressing the transfer.

Most concerningly, we made Mattioli Woods aware of the significant stress and distress the delays were causing. Despite this, the matter did not appear to be treated with the urgency or seriousness required. A complaint was recorded, but Mattioli Woods stated it was resolved while the transfer remained ongoing, and the underlying issues persisted.

In our view, this was not simply an administrative delay. It represents a sustained failure of communication, coordination, and client care during a critical handover process.

What makes this particularly disappointing is that we had been long-standing clients for nearly three decades. This experience leaves a clear impression that the service provided when exiting may be very different from the service received while remaining a client.

Based on our experience, we would strongly encourage anyone considering Mattioli Woods to consider not only how they are serviced during the relationship, but how they may be treated if they ever decide to leave.

I have been trying to move my pension to a new provider that better meets my current needs. I instructed MW to transfer to my new provider but now, four months later, MW have still not provided the necessary information. It’s shockingly poor customer service.

I’ve been trying to move my Pension to a new provider and have been blocked at every stage nearly 4 months and nothing requested has been sent over it’s all simple documents they keep on file too, so unprofessional
They are not acting in my best interests and i’ve also taking my complaint to the FCA i would not recommend at all, Looks like im not the only one having these issues at this time

Chris

We have been a customer of Matiolli Woods for over 15 years initially transferring our SSAS to them and then the management of our personal investments all worked well for the majority of the time, until the Pollen Street take over in 2024. Our main contact “Wealth Management Director” was no longer there we have never had a face to face meeting with the new contact and our internal CRM changed twice.

The SSAS owns a industrial unit which Matiolli Woods manage in terms of issuing rental and quarterly management service charge invoices, and general Landlord Tennant communications, following a communication with the new team at Matiolli Woods it transpires that invoices were sent out late or in the case of the last six months not at all, this was again raised with the new contacts at Matiolli Woods and a formal complaint was sent and acknowledged by the Client Care department. The relationship with the Tennant could not be any worse. We had decided to transfer our SSAS from Matiolli Woods some time ago now particularly as communication with our CRM had been poor and the new appointee was trying to pickup the pieces, whilst accepting that the transfer would not be a straight forward process it has been more complicated due to poor administration and issues with work that they have not completed, even more alarming was the fact that a cash investment had not been actioned correctly in 2025 at maturity and the monies had been placed in an “Easy Access” account with out our authorisation which has led to loss of interest. We are now in month 4 of the process and the SSAS is still not transferred….!

The statement on Matiolli Woods e mails reads EXCEPTIONAL CLIENT OUT COMES DELIVERED WITH AGILITY all I can can say is not in our situation….!

CODE RED! - My wife and myself have been very happy and satisfied customers of Mattioli Woods for some 15 years. However, when the takeover by Pollen Street happened in 2024 everything changed for the worse. Big corporate America had arrived and we didn't like it. We sought out a new provider and submitted a transfer request on 15th December 2025. As I write this on 15th April 2026 the transfer has still not been completed some 4 months later. We have written 2 formal complaints to the CEO, one about the length of time the transfer is taking and another regarding fees. We have not heard constructively from our account director for 15 months. More recently we have written to the Financial Conduct Authority and look forward to their response to this shameful behaviour.

We've been a loyal customer of Mattioli Woods for nearly 20 years but have been disappointed with the service and the fees since they've been taken over. We finally decided enough was enough but trying to move our SaaS has been a nightmare. Its been 4 months since our initial communication to them and we're still waiting for things to happen!
In this time we've had no communication from our account manager - but needless to say they're still invoicing us the same! Maybe we should take a leaf out of other's books and contact the CEO as well!

Nilay has seamlessly continued our long-term relationship with Mattioli Woods. He is proving sympathetic and understanding of my situation, being both patient and comprehensible!

I was first introduced to Mattoli woods through my accountant , On meeting with Nilay, I was a little apprehensive as this is the first time I have spoken to anyone in regards to a pension.

Nilay made me feel very comfortable and relaxed during our discussions, His knowledge was exceptional, we spoke of all my circumstances and my potential aim in life to achieve a secure income during my retirement years, He offered me numerous options to invest with a detailed description of all the pension schemes I could join to achieve my goals for retirment.

The process took a few weeks for me to decide of the right path to take , during this time Nilay was most helpful and always at hand for any information or answers I needed clarifying,

I am pleased to say I have now invested in my pension and looking forward to continued investment and growth , Thanks to Nilay and Mattoli Woods.

I would highly recommend Mattoli Woods to anyone looking to start there pension in the future.

We have been loyal customers of Mattioli Woods for over 15 years. Last year, Pollen Street Capital took over the business and MW also merged with the Kingswood Group.

Preferring to remain with a smaller, more 'boutique' type firm, we formally requested to have our portfolio transferred. This was over three months ago and absolutely nothing has happened. We have had no contact from our Account Manager, regarding the management and development of our Portfolio since the request (we remain customers and therefore deserve a standard of service) and no timelines have been offered for a reasonable transfer date.

This is clearly not acceptable and we are left, due to a lack of meaningful communications regarding transfer timelines, that MW are possibly attempting to use delays as a reason to charge higher administrative fees. We have also raised an internal complaint, to which we received a 'vanilla' response that the complaint would take up to eight weeks to deal with. Again, this has left us feeling let down and isolated, as all communication is via email with no human contact.

We have had to resort to writing formally to the CEO for assistance in this matter and also the Client Relationship Manager (awaiting responses, if we receive any, but this is doubtful). We feel abandoned and ignored. This is not a way to treat loyal customers, is extremely unprofessional and we are left feeling very isolated.

Poor customer service. Tell you everything they will do and then execute on non of it. Just keep asking for money for doing very little if anything. The return on my investment since MW took over is exceptionally poor. Then make it difficult to move your investment.

I have had excellent service from MW. My advisor, Hamzah, has been first class in providing detailed and clear professional advice. I never felt pressured to make decisions and Hamzah demonstrated great care and understanding. He was instantly contactable and showed very good knowledge of the subject giving options and solutions to various situations. On the basis of my experience I would have no hesitation in recommending MW.

Been with Mattioli Woods for a number of year now. Always found them to be very helpful, with an excellent support team. Thoroughly recommend.

I have been with Mattioli woods longer then I care to remember, professional,very knowledgeable and careful.

Very prompt attention in replying to emails or telephone calls.

Full and clear explanations always given.

Always get a response if not straight away very shortly after with good advice.

Friendly prompt replies and suggestions tailored to my individual needs.
Trust them absolutely.

I got simple and relevant advice which helped me plan my next investments.

Both Harry our initial contact with MW and now Jag have been very attentive in explaining all our options. If we’ve had any questions we’ve generally e mailed and these have been answered in a timely professional manner. So far so good, thank you.

Fantastic team (including Josh & Matt) who are genuinely interested in their customers needs. They have a unique ability to look at the broader picture and then tailor it down to individual circumstances and requirements. Brilliant team to work with over the years.

Exceptional quality in every interest in MW from a workforce of determination
serious information and a wish to provide assistance as soon as possible and complete agreed requirements. First class Business entity.