Bestinvest Avis 

Completely incompetent in dealing with my request. All I need is a paper trail of funds from my late father's account, but I keep being sent inaccessible files.

Every email I send takes days to get a response, and the phone number doesn't get you put through to the relevant department, so it's no quicker, despite being the option for any "urgent communication". There are no other communication options.

The delay is costing me money as I need the paperwork to enable me to pay off a loan in my father's name, and has been ongoing for weeks now, still with no resolve.

I would expect that an organisation's bereavement department would have some sort of awareness how difficult a time this is, and would be doing all they can to reduce the amount of stress in the situation, not contributing more to it.

Sam gave me a very good insight into international markets and the 3 stocks and shares portfolio products Bestinvest offer and the associated risks and their fees. He was patient, did not make me feel I had to hurry or there was shortage of time and answered all my questions fully.

Marc was very knowledgeable & took the time ro answer my questions. Would definitely recommend

I was given good advice over the phone on the workings of the online platform and how to find find funds dependent on what risk i am happy with
I was also sent a PDF brochure which explained things clearly

Professional advice presented in clear way following a broad discussion of my financial circumstances. Several views provided and matters for me to consider for the future. Will probably arrange a follow up in the 6 - 9 months

Very usefull coaching session , discussing all available types of investments in detail.

Bestivest advise on options/level of risk is clear and concise. Marc from Bestivest was so helpful in making me understand how I can find information that is available on their website.

Useful coaching session with constructive advice regarding investing.

Very helpful advisory session with my coach, Sam. He sorted out some housekeeping issues with my portfolio. All I could have wished for.

Taylor, thank you for your patience guiding us through.
Such a comfort.

Taylor listened, did not rush me and had great patience. Thank you.

I attempted to make a withdrawal from my bestinvest SIPP and despite repeatedly chasing I was unable to speak to anyone who was able to help - I just got repeated requests for information that did not exist - they requested crystallisation dates and amounts for small pots - I couldn’t give them this information because it doesn’t exist. It took 8 weeks to get my withdrawal and that was only because I started cc’ing the ombudsman into all correspondence.
I decided to move my SIPP to another provider because I don’t trust them.
So for a cash SIPP it should take 2-4 weeks, we are now on week 10 - if you are considering using them for anything think twice and avoid if possible. Things inevitably go wrong occasionally but a decent company will deal with the complaint properly - best invest will blame you

Useful advice which helped me to apply a better strategy to my investment choice within my BestInvest ISA

Best Invest has very poor customer service. AVOID!
A shame you do not offer 0.25 of a star!
I am trying to transfer my S&S ISA from Best Invest to II. This process started in July. It is now 6th November. Best Invest managed to enter the incorrect amount of units for my Blue Whale fund. The number was 100 x lower than the actual amount of units. This meant that the overall transfer only partially went through. Some funds and investment trusts went through, others did not. A small amount of Blue Whale was transferred before everything stalled. This was when II realised there was an error. SEI Best Invest had not realised.
There has since been a long delay even though II informed them of their error and sought to return the incorrect amount that was transferred, asap.
I complained and was offered £75. I have not accepted this, as the transfer has not yet taken place, the matter has not been resolved and the error was a number that was 100x too small. It is not the end of the matter and the complaint seems to have had no impact on speeding things up.
That is an insight into the inner workings of the organisation. I can only imagine that there is weak oversight from incompetent managers and people who think that by sending a reply, and doing less than the bare minimum, it means they have dealt with the issue - whereas nothing has been resolved, but no one takes accountability.
That is your fees being wasted there, on incompetent staff.
Complaints get raised and ‘dealt with’ but nothing actually gets resolved.
The £75 offer is seen by them as being fair because I am still in the market and so I have incurred no loss… Never mind what plans I might have for my money.
It is a little hard to believe the lack of emotional intelligence and empathy.
More than a month later, still not resolved. I have been in touch again today to explain that the matter is not resolved and that I regard the compensation offer as inadequate. They seem to think that £75 is fair, as they only made one mistake.
I have pointed out the scale of the error and the length of the delay.
When talking about that one Blue Whale fund, the holding is c.£20,000. This is incompetence! An acceptance of that, by Best Invest would be a start.
They reckon that when reconsidering the offer they will look at whether or not they have made any more mistakes. Never mind the fact that the original error was 100x out and has delayed everything by months and then they take ages to reply to II, but presumably they think that’s fine. Everything seems to work at a snail’s pace.
I am invested with all the other major and numerous new platforms. My experiences with all other providers has been much much better.
I would advise you to stay well clear of Best Invest. You need to be properly valued as a customer.
It is your money that they are investing. To me, it looks like a root and branch change of attitude is needed.
Remember it is a privilege to be trusted with customer’s money.

Spoke with Mark on 29th October
regarding sale of my stocks and shares
ISA. the cash was in my bank on 31st October
Many thanks Mark
Roy B .

Very helpful informative pleasant. Provided all the information needed and more. Thank you

It seems the only way to get a response is by posting a review here.
I have been advised on 13.10.25 that I must use your online system which is just not possible due to poor WiFi and phone coverage.i also have no confidence in my ability to use it.
I was assured on 28.5.25 by your customer services executive following my last post that I could be sent hard copies. She has not responded to my email however of 17.10.25 and was unavailable to talk to me
I sold shares on the 6.10.25 , the funds took 8 working days to reach my bank account and I have no statement or details of the transaction .

Beginning of March set about taking some cash out of my SIPP. Followed their instructions and confirmed several times that payment would be made 1st April - this was important to meet paying into ISA and using my tax allowance, non-worker, but state pension starting next tax year. Payment did not happen, was told I needed to supply paperwork to crystalise the amount to withdraw, hence all my pension planning down the drain. My complaint of losses was upheld and I got compension. Time to leave these jokers. Transferred SIPP across to another platform. Converted funds to cash to speed up the process, needn't have bothered, it took months. When my new platform received the cash it turns out BestInvest had stated all funds had been crystallised! The reason I didn't get the payment initially was because the SIPP was 100% uncrystalised. It has finally been put right. That's 7 months of worry, wrecked plans and out of market. Makes me laugh that if you want take cash from a pension you get fed beware of scams, pension wise advice, do you know what you are doing - seriously! Use these clowns at your own peril!

The coaching session was fine and all the correct routine questions were asked and answered. The markets are too volatile for me to make any changes at thos stage.I think I have the balance in my portfolio just about right. I am grateful for the guidance and have no doubt it will stand me in good stead going forward.

Very useful coaching session.
Answered all my questions around pensions, and gave pointers on other things to consider