Incredible Incompetence Continues. It seems there is nothing or none that can move this company into action. I’ve complained so many times and their complaints handlers are not too bad. But they can... Voir plus
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I called Curtis Banks with a personal query which was quickly, and ably, dealt with by Harry Pearson. It wasn't a straightforward request and he did need to put me on a short hold for clarification.... Voir plus
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Finally after 4 months my request has been sorted out for the tax free cash. Communication is minimum here, especially as these matters are complicated and something most folk wouldn’t encounter.... Voir plus
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I spent a long time explaining & sorting various issues regarding my pension arrangements today. I spoke to Tom Butcher, who I've not spoken to up until today. He was first class in his understandin... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
At Curtis Banks we are proud to look after the retirement funds of over 78,500 clients, with £35.8bn of assets under administration. Specialising in SIPP and SSAS, we want to lead the way in self-invested pensions. Founded in 2009 we have a wealth of expertise to help advisers manage their clients’ future, their way with a focus on robust service, modern technology and innovation. We provide all the choice and flexibility required to suit the modern world of retirement and build bespoke retirement plans that can adapt as clients’ needs change. Your future. Our focus. We understand that things like personal circumstances, life altering events, or health can sometimes mean our customers need some extra support from us. For more information on the support we can provide please visit https://nucleusfinancial.com/supporting-customers or speak to one of our team.
Coordonnées de contact
3 Temple Quay, BS1 6DZ, Bristol, Royaume-Uni
- www.curtisbanks.co.uk
4,2
Bien
2 k avis
Aucun historique récent de demande d’avis
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A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
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Great service from Steve Price
Great service from Steve Price. Quick, accurate and friendly. Perfect!
15 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear David,
Thank you for taking the time out to leave us a 5 star review.
We are happy to hear about the amazing service you have received from Steve, we will be sure to pass on your kind words to him.
Kind regards
James H
First Class Service
I received first class service from Lewis Kingdon, a
Customer Service Executive. He really couldn't have been more helpful and patient. I only wish we received this treatment from all providers we deal with
11 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Suzanne,
Thank you for taking the time to leave us a 5 star review.
We are happy to hear how helpful you found Lewis, we will be sure to pass your kind words on to her.
If you require anything else, please get in touch.
Kind regards
James H
GET YOUR MONEY OUT RIGHT NOW
SEE CURTIS REPLY BELOW
I have emailed to the address below with further queries. Automated response 3 to 5 days. Hilarious, this company seems to have forgotten there is a communication device called a telephone, which gives immediate and clear response. Also I have now had an email outlining a payment which has been due to me from 2020, which apparently i was aware off. You couldn't make it up.
I have had the misfortune of being a Curtis customer. Thankfully after a period of torture I was able to transfer to a professional company. I have an ongoing complaint with the Ombudsman which Curtis Banks responded to in May 2024 admitting fault. In that letter they outlined a payment which was to be made. Today yes that is 16 months later they have sent me an email asking for my bank details to make the payment. They also say that the letter containing the offer had been sent in August 2025 which it had not. This Company is beyond a joke even when they admit fault to the Ombudsman, redress is not made. If it was the other way around they would have added thousands of pounds in charges and fees. GET YOUR MONEY OUT RIGHT NOW
12 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Mr McKeown,
I am very sorry to read about your experience and the delays you have faced. This is not the level of service we aim to provide, and I sincerely apologise for the distress and frustration this has caused. We clearly let you down, and I appreciate you taking the time to share your feedback.
As you know, we have a dedicated team reviewing historic complaints where redress was offered but not paid, and this is the purpose of the email/letter you received.
Thank you also for calling in and speaking with Steve to confirm receipt and the next steps.
I want to reassure you that we are treating this matter seriously and will ensure you receive the resolution you were originally promised.
Please accept my sincere apologies once again. If you would like to contact me directly, you can reach me at sippsupportteam@curtisbanks.co.uk.
Kind regards,
James H
Understanding & problem sorting in the face of a difficult customer.
I spent a long time explaining & sorting various issues regarding my pension arrangements today. I spoke to Tom Butcher, who I've not spoken to up until today.
He was first class in his understanding of my questions, polite & patient. Having tested his patients, especially with my very moderate I.T. skills I would have no hesitation in complimenting him on his ability to untangle my problems & deliver a satisfactory solution. Thanks Tom.
12 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Mr Hopkins,
Thank you for taking the time to leave us a 5 star review. We’re delighted to hear that Tom was able to provide the support you needed with your pension arrangements. We’ll be sure to pass on your kind words to him. If you need any further assistance in the future, please don’t hesitate to get in touch.
Kind regards
James H
Clear, polite & helpful
The advisor (Steven Lawson) gave clear information, was very polite and was able to provide what I was looking for regarding drawdown and how crystallisation works. He also provided clear information on Curtis Banks fee structure. He was also clear about the limitations on what advice he could provide.
12 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Victoria,
Thank you for taking the time to leave such detailed feedback. We’re delighted to hear Steven provided clear information on drawdown, crystallisation, and our fee structure. We’ll be sure to pass your comments on to him.
Kind regards,
Brad S
The Good The Bad but not yet Ugly 😅
Anytime I call in and speak to Harry or Lewis, things happen as they should and if they can’t do the doing for themselves they are fantastic in making it happen
That said there are a couple of other members of staff that have given incorrect messages - eg demanding I write in or submit a form to increase or decrease my income figures
The other concern I have is the time it takes to get confirmation or feedback on my requests - both my wife and I have been impacted by this in the last couple of months and on occasion, no responses have been received at all, meaning I have to call in to chase
In summary, Harry and Lewis are shining examples of how Customer Experience should be when needed - some others could learn from them
12 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear John,
Thank you for taking the time to share such detailed feedback. We’re delighted to hear that Harry and Lewis have consistently provided you with great service, and we’ll make sure your kind words are passed on to them. We’re also sorry to learn of the delays and inconsistent information you’ve experienced at other times—this isn’t the standard we strive for. Your comments are very valuable, and we’ll use them to help improve our service going forward.
Kind regards,
Brad S
I was confused as to why I had received…
I was confused as to why I had received this notification but following a phone call the situation was quickly clarified
11 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Trevor,
Thank you for your feedback. We’re glad our team was able to quickly clarify the situation for you over the phone. Please don’t hesitate to reach out if you need any further support.
Kind regards,
Brad S
Great efficient service excellent…
Great efficient service excellent feedback
11 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear PJ,
Thank you for your feedback! We’re delighted you experienced such efficient service and really appreciate your kind words.
Kind regards,
Brad S
Holly understood my query and was able…
Holly understood my query and was able to tell me the best way to have this looked into even though she was feeling poorly and clearly suffering during our call.
10 septembre 2025
Avis spontané
Réponse de Curtis Banks
Good morning,
Thank you for sharing your experience. We’re glad Holly was able to support you with your query. We’ll make sure your kind words are passed on to her.
Kind regards,
Brad S
Great customer service from Veneta
Great customer service from Veneta. I raised a query and Veneta went away and looked into it whilst I held giving me clear answers.
10 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Graham,
Thank you for your feedback. We’re so pleased to hear Veneta provided such great customer service and clear answers to your query. We’ll be sure to pass your kind words on to her.
Kind regards,
Brad S
Steve Price was excellent
Steve Price was excellent, he gave me all the information I needed very quickly.
4 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Hazel,
Thank you for your review. We’re delighted Steve was able to provide you with the information you needed so quickly. We’ll be sure to share your feedback with him.
Kind regards,
Brad S
Great service from Olivia yesterday
Great service from Olivia yesterday - thank you!
8 septembre 2025
Avis spontané
Réponse de Curtis Banks
Good afternoon,
thank you for your feedback! We’re delighted to hear Olivia provided such great service—we’ll be sure to pass on your thanks to her.
Kind regards,
Brad S
Spoke to Chloe Etherington today
Spoke to Chloe Etherington today. Was extremely helpful and answered all my questions and carried out a request to send an email. Thank you for your efficiency
8 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear JT,
We really appreciate your feedback. It’s great to hear Chloe was able to provide such helpful support and deal with your request so promptly. Thank you for taking the time to share your experience.
Kind regards,
Brad S
Veneta Popova was very helpful…
Veneta Popova was very helpful answering my questions with regards to a clients SIPP start date and EOW. Veneta also immediately emailed the document I had requested. I am very grateful for Veneta's help.
8 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Georgie,
Thank you for your feedback. We’re delighted to hear Veneta was so helpful in answering your questions and promptly providing the document you needed. We’ll be sure to share your kind words with her.
Kind regards,
Brad S
Ref:- Samuel Elvin - Curits Banks Customer Services
Ref:- Samuel Elvin - Curtis Banks Customer Services
I am 80 years old and I have some difficulties with modern IT Technology, let alone the complexities of the latest pension legislation and requirements.
I have dealt with Samuel Elvin on numerous occasions as I seek to crystalize my SIPP Pension plan. He has been extremely helpful, supplied all the necessary forms and just recently assisted me in completing a complex form on the phone. Excellent
8 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Mr Butterfield,
Thank you for sharing your experience. We’re so pleased to hear Samuel has been such a help in guiding you through the process and supporting you with the forms. Your feedback means a lot, and we’ll be sure to pass on your kind words to him.
Kind regards,
Brad S
Great
Hi, had Harry Pearson on the line, he was extremely helpful and professional
8 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Calum,
Thank you for your review. We’re delighted to hear Harry was so helpful and professional, and we’ll make sure your feedback is passed on to him.
Kind regards,
Brad S
Very positive assistance, thank you.
Having decided to begin access to my SIPP I was somewhat intimidated by the 16 page form I was presented with. The initial help I was given by Henry Desira was invaluable… thank you. I am now at a point of sending off the completed form and hope the next stages progress with the same ease. Many thanks again for the help today.
5 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Graham,
Thank you for your feedback. We’re pleased Henry was able to make the process clearer and support you with your SIPP form. We’ll be sure to share your kind words with him.
Kind regards,
Brad S
The amazing Olivia Hazel…
I have been having enormous frustrations with the Benefits Team and accessing secure portal. This morning I spoke to Olivia Hazel and she was AMAZINGLY helpful and helped put my mind at rest. First class. Well done and thank you.
5 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Paul.
Thank you for sharing your experience. We’re sorry to hear you’ve had frustrations with the portal, but we’re delighted Olivia was able to provide such helpful support and reassurance. Your kind words mean a lot, and we’ll make sure they’re passed on to her.
Kind regards,
Brad S
Very helpful and clear advice
Very helpful and clear advice. Got to the point quickly.
4 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Roger,
Thank you for your feedback! We’re pleased to hear you received clear and helpful advice, and that we could resolve your query efficiently.
Kind regards,
Brad S
Comprehensive Response
Just put the phone down to Chloe Everington at their Ipswich office, who was very comprehensive in dealing with a client transition issue I had. Very knowledgeable and confident.
5 septembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Shuggy,
We really appreciate you sharing your experience. It’s great to hear Chloe was able to handle your client transition issue so comprehensively and with confidence. Feedback like this is always wonderful to pass back to them.
Kind regards,
Brad S
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