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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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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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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A long wait to speak to someone, although understandable in the current climate, but when I did connect with the team I spoke to Harry Pearson. Extremely helpful and without doubt the best person I ha... 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
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Total lack of communication.
Total lack of communication. Email response says reply within 5 working days. now been waiting 3 WEEKS.
Again total lack of communication during tax free cash request which took 7 weeks.
claimed my email was not registered with them despite regularly dealing with me on that email for 7 YEARS.
customer service is non existent.
10 février 2026
Avis spontané
Réponse de Curtis Banks
Dear Brian, We’re very sorry to hear about your experience and understand how frustrating delays and communication issues can be, particularly when you’ve been waiting far longer than expected for responses and updates. This is not the level of service we aim to provide.
Your feedback will be shared with the relevant team to review what has happened. If you would like us to look into your case further and provide an update, please contact sippsupportteam@curtisbanks.co.uk
with your details and we will assist you.
Kind regards,
Brad S
Réponse de Curtis Banks
Dear Mr Pointon,
We’re pleased to hear you found the support helpful and well-informed. Thank you for taking the time to share your feedback.
Kind regards,
Brad S
I must be using a different company to…
I must be using a different company to other reviewers. My experience over many years has been poor. Response times are incredibly slow. Fees are less than transparent.
9 février 2026
Avis spontané
Réponse de Curtis Banks
Dear Robert, We’re sorry to hear that your experience over the years hasn’t met your expectations. This isn’t the level of service we aim to provide, and we understand how frustrating slow response times and concerns around fees can be.
We would welcome the opportunity to look into this further and address your concerns. Please contact sippsupportteam@curtisbanks.co.uk
with your details so a member of the team can review this and assist you.
Kind regards, Brad S
Avoid Curtis Banks , they simply dont care sadly
I have been dealing with Curtis Banks to receive some money from a Sipp.I have emailed the person dealing with this and even after 15 days no reply , when you call the claims team you are not allowed to speak to anyone in it ,instead there is a team who though very polite are a firewall and its only possible to speak to them and never the person dealing with the case . It was only after several calls I was told the money was sitting in the the client account and the money would leave the account on its way to me this week .I asked for a confirmation email which I was told was possible but no email appeared .
Staff behind the front desk firewall dealing with cases I was told are not allowed to take or make phone calls and also I am now told are not allowed to send out confirmation emails either of funds going to be paid which is then compounded by they dont reply to emails that are sent to them in the first place .It makes me think is anyone working at all in these departments ??.It seems a crazy unprofessional way to carry on .Based purely on my experience avoid them at all costs unless you want to have your money tied up with a company that has a company policy of their staff arenot allowed to communicate by phone or email , they clearly dont care and have no wish to deal with things in a easy straightforward manner or should I send a message by telegraph,carrier pigeon or fax as phones and emails dont work in trying to get a conclusion
30 janvier 2026
Avis spontané
Réponse de Curtis Banks
Good afternoon,
We’re very sorry to read about your experience and the frustration caused by delays and poor communication — this is not the standard of service we aim to provide. We understand how concerning it is when you’re waiting for funds and struggling to get clear updates, and we recognise how disappointing this must feel.
Your feedback regarding communication, response times, and accessibility of teams has been shared with the relevant departments for review. If you would like us to look into your case further or provide an update, please contact sippsupportteam@curtisbanks.co.uk
with your details, and a member of the team will assist you.
Thank you for taking the time to raise this — we appreciate the opportunity to review and improve.
Kind regards,
Brad Simmonds
Piyapawn Clarke was exceptionally good…
Piyapawn Clarke was exceptionally good at answering all my questions and checking on other related issues (such as beneficiaries). She was really good at listening and answering very specific questions. I am so glad I called instead of my usual habit of sending secure messages.
26 janvier 2026
Avis spontané
Réponse de Curtis Banks
Dear Mahomud,
It’s great to hear that Piyapawn was able to answer all of your questions so thoroughly and take the time to look into related matters as well. We’re pleased her attentive and clear approach made your call such a positive experience.
Kind regards,
Brad Simmonds
My transfer out of Curtis Bank…
My transfer out of Curtis Bank approaching 1 year now.
Latest debacle was an instruction from Curtis to liquidate my share account at AJBell. Still getting requests from AJBell to liquidate despite a call to Curtis and a promise to escalate within 48 hours from 1 week ago.
13 janvier 2026
Avis spontané
Réponse de Curtis Banks
Dear Mr Broadbent,
We’re really sorry to hear about the ongoing frustration with your transfer and the issues you’ve experienced, particularly around the liquidation instructions. We understand how disappointing it is when matters have been ongoing for such a long time and updates haven’t happened as promised. This is not the experience we want for our customers.
Your comments have been shared with the relevant team so they can review what has happened and address the issue as a priority.
Kind regards,
Brad Simmonds
Excellent customer care
Excellent customer care from Paula Hammond. Friendly and helpful.
9 janvier 2026
Avis spontané
Réponse de Curtis Banks
Good morning,
We’re pleased to hear that Paula provided excellent customer care. Thank you for highlighting her friendly and helpful approach – it’s great to know she made such a positive impression.
Kind regards,
Brad S
Holly was very helpful over the phone…
Holly was very helpful over the phone and was prompt in obtaining the information I asked for.
9 janvier 2026
Avis spontané
Réponse de Curtis Banks
Dear Lauren,
It’s great to hear that Holly was able to help you so efficiently. We’re pleased she obtained the information you needed promptly and made your call a positive experience.
Kind regards,
Brad S
Efficient and extremely helpful
Veneta was extremely helpful. My queries were answered in a friendly and efficient manner. Thank you for your excellent customer service
9 janvier 2026
Avis spontané
Réponse de Curtis Banks
Dear Kevin,
Thank you for taking the time out to leave us this review.
We are so happy to hear how helpful you found Veneta, and we will be sure to pass your kind words on to her.
Kind regards
James H
My queries sorted very nicely - thank you!
I had a very pleasant phone call with Holly who answered all my questions thoroughly, and throughout the conversation she was very patient and displayed wonderful customer service skills. It was a pleasure.
7 janvier 2026
Avis spontané
Réponse de Curtis Banks
Dear Paul,
We’re really pleased to hear about your positive call with Holly. It’s great to know she took the time to answer your questions thoroughly and that her patience and approach made the experience such a pleasant one. We’ll be sure to pass your kind comments on to her.
Kind regards,
Brad S
Brad Simmonds was excellent and…
Brad Simmonds was excellent and extremely helpful - responded to my emails and requests very promptly and provided me with solutions to my query. Could not have been easier or more effective!
6 janvier 2026
Avis spontané
Réponse de Curtis Banks
Dear Paul,
It’s great to hear that Brad provided such responsive and effective support. We’re glad he was able to address your queries promptly and make the process so straightforward. Thanks for sharing your experience.
Kind regards,
Curtis Banks
Great Service
I had a client enquiry and Piyapawn (Pear) was very helpful and the query was answered quickly.
7 janvier 2026
Avis spontané
Réponse de Curtis Banks
Dear Thomas,
We’re pleased to hear that Piyapawn was able to assist you promptly and resolve your client enquiry quickly. Thank you for sharing your feedback.
Brad S
Spoke to Harry Pearson he was very…
Spoke to Harry Pearson he was very polite and knowledgeable.
5 janvier 2026
Avis spontané
Réponse de Curtis Banks
Dear Sharon,
It’s good to hear that Harry Pearson was polite and knowledgeable when assisting you. We’re pleased he was able to help and appreciate you taking the time to share your feedback.
Kind regards,
Brad S
Both Harry Pearson and Tom Butcher have…
Both Harry Pearson and Tom Butcher have been excellent and as helpful as they possibly could have been. However they were in exactly the same situation as I was as they cannot pick up a phone and speak to anyone who has the authority to deal effectively with a problem, Your back office ia a shambles with no dept having a clue what the other is doing and the only person suffering is the client.
I applied for and set up a UPFLS payment for my client back in October , Checked with you that you had everything you needed , told the IM Quilter Cheviot , and checked with your office twice to make sure that the payment would be made on the 15th of December , I was assured that it was all in place and would happen, I called on the 22nd to find that it had not been made and in fact had been cancelled , because there was a problem with reconciling funds , You had them, but had not put them in the right place and told yourselves you had done so.
Hence my complaint. If you get it wrong again next Month I will not just complain to You but go direct to the Ombudsman and the FCA. This is not treating the customer fairly or meeting your requirements for prompt and accurate servicing under Consumer duty regulations. Finally and again this is no reflection on your client and adviser facing staff , who do a very good job , under circumstances that the senior management make very difficult for them
23 décembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Andrew,
Thank you for your detailed feedback. We are very sorry for the frustration and inconvenience you have experienced and we fully understand why this situation has caused such concern, particularly given the assurances you were provided and the impact on your client.
We acknowledge your comments regarding internal processes, communication between teams, and the difficulties this created for both you and our adviser-facing colleagues. This is not the standard of service we expect to deliver, and your feedback has been shared with the relevant teams for review, including senior management, to help address the issues you have highlighted.
We appreciate you recognising the efforts of Harry Pearson and Tom Butcher and regret that internal constraints prevented your matter from being handled more effectively at the time. Your comments regarding escalation, back-office coordination, and Consumer Duty obligations are taken seriously.
Kind regards,
Brad S
Holly was really helpful in checking…
Holly was really helpful in checking progress on my case. Took the trouble to find out roughly when the case would be finalised.
19 décembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Andrea,
We’re pleased to hear that Holly was able to assist by checking the progress of your case and providing an indication of next steps. Thank you for sharing your feedback.
Kind regards,
Brad S
Our experience with Curtis Banks…
Our experience with Curtis Banks Support Team was tremendous, very patient and was able to give us all the help we needed. The individual we spoke with was Veneta Popova and she was excellent.
18 décembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Cedric,
Thank you for taking the time to leave us this review.
We are so happy to hear how helpful and supportive you found Vennie.
We will be sure to pass your kind words on to her.
Kind Regards,
Chelsie I.
I had an enquiry regarding SIPP charges…
I had an enquiry regarding SIPP charges and investment charges. I called and waited less than 5 minutes to speak to someone. I spoke with Steve Price who was able to give me the information quickly and confidently. Happy with the quick service.
16 décembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Jane,
We’re pleased to hear that your call was answered quickly and that Steve was able to provide clear and confident information regarding your SIPP and investment charges. Thank you for sharing your experience.
Kind regards,
Brad S
Many thanks Stephen Lawson for being so…
Many thanks Stephen Lawson for being so professional quick and efficient I truly appreciate it Sarah Shaw
12 décembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Sarah,
Thank you for taking the time out to leave us this review.
We are so happy to hear how professional you found Steven.
We will be sure to pass your kind words on to him.
Kind regards
James H
Efficient, polite and helpful
The time to answer the call is slightly longer than I would like, but once answered Holly Sanderson was policy, efficient and very helpful.
11 décembre 2025
Avis spontané
Réponse de Curtis Banks
Good afternoon,
Thank you for taking the time out to leave us this 5 star review.
We are happy to hear how polite and efficient you found Holly and we will be sure to pass your kind words on to her.
Kind regards
James H
I spoke Steven Lawson this morning who…was really helpful
I spoke with Steven Lawson this morning who was really helpful with my query. He took the time to explain the process and fully explained what would happen next. Thank you Steven for your excellent customer service.
10 décembre 2025
Avis spontané
Réponse de Curtis Banks
Dear Christine,
Thank you for sharing your experience. We're very pleased to hear that Steven was able to take the time to explain everything clearly and guide you through the next steps. Your kind feedback is appreciated, and we’ll be sure to pass your comments on to him.
Kind regards,
Brad S
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