Friends Provident International Avis 261

I have been with FPI for close to 30 years, and in the old days, the customer service was OK, though it was the norm to phone FPI with any queries (expensive).

I agree with the comment made earlier today that FPI still remain in the 20th century - and still rely on good old fashioned paperwork - FPI really haven't moved with the times.

Over the past 15 months of the COVID Pandemic, FPI simply shut down their phone system and clients had only one option - to interact via e-mail, with responses to queries typically taking three to four days, often from a different agent, with no background to the previous conversation. This has been truly frustrating. Even my Broker, based in France gave up trying to get a response for me in mid 2020 - and he wasn't e-mailing the call centre, but FPI Management.

That said, in my experience, the people at FPI who do reply to emails are very helpful, to the best of their ability, but they are also dealing with the same archaic systems. That points to legacy systems in place, and the mindset of the Company.

Most companies on the planet adjusted quite quickly to a new normal, with calls being switched to the call centre staff in their home environment. Not FPI, who simply elected to take the phone away as a client touchpoint.

I am hoping, post mass vaccinations in the UK and IoM that FPI have now brought their phones back. This is soon to be tested as I have an issue that needs to be sorted out, but I find it interesting that I am still putting this off as my expectations of the effort required is so negative...).

I am also hoping that FPI have taken time over the past 15 months to reflect, and to bring their client interaction platforms into the 21st Century with all that is on offer - dare I mention WhatsApp as a communication medium.

However I get the sense that FPI is run by "investment specialists" and accountants, with little understanding of what todays ICT can offer, so I am not even thinking of holding my breath in anticipation of what I will, once again need to go through (again) in the next few days ...

In summary, I honestly think FPI have a lot to offer, but as a global company, also need to undertake a lot of self-reflection on how they talk to us, as clients, customers, and also, investors.

Got this policy 12 yrs ago. Been under the water most of the years. Investment wise a monkey can do better then them. As I am locked in to the plan for 25 yrs total I hope I can get out sooner. I don't care about service just make some money but sadly either work out to my favor.

I have not received any service. I only received monthly statements and when I call to ask about my account, I was told to call the bank that sold me the product. The bank has no service too. If you ask for feedback, please do something to improve your service. I think you have received enough negative feedback.

Poor customer service, threatening reminders when payments have been made, ancestral way to get information and overall a waste of time if not money. I have difficulties understanding how a company with such low standards can still be in Business.

One of the worst company to deal with in all aspects. Service is extremely poor as if we are begging to answer, irony of the fact that once u have paid no way they will serve you. You are stuck and helpless as u can not come out as they have designed their plans in such a way to hurt u maximum. Sincerely do not do business with this worst company and people.

pretty crappy service!
my guess is that they are stuck in 20th century paper works and processes, that can only explain why they are so slow, sluggish, and non-communicative. Or its probably because once they got your money, they know you are not going anywhere without them charging a hefty fee, so they just don't care. or maybe they feel they are constrained by all the regulations they operate in. regardless, go somewhere else.

It's very bad in terms of service, after sales, and nobody cares about anything related to the subscribers.

The brokers I dealt with were the worst ever in life, that shows how you care about us.

I'm really sorry for myself that, I did this mistake to deal with your company.

I have lost all my funds, for nonsense transaction, and paying you for nothing.

Better options for planning your pension funds. Fees etc not great value. Only people making money for your retirement are the people who sold you the plan.

Moneywise I have no problems. The only problem is that you take a long time to answer an email in your system (if you answer) and that there is no personalized service, not even a chatboot lees a whatsapp. Also your web page is confusing.

Astonishingly poor money management. At least once a year (for the past 5 years now) I get threatened in writing: pay up now, or else... At which point I then explain that I'm not only up to date with payments, but one month ahead.
Next year, same thing.

The website is for these days very basic for managing our account, with very limited functionality and what functionality there is can be quite difficult to navigate to find the relevant information.

That it is an improvement on what was there before, just tells you how bad it used to be. But there appears to have been little if any investment in improvements since the upgrade (in 2018?).

There are so many far better, more use friendly websites out there, that FPIL should be embarrased to be such a laggard. 2/10 at best.

In early 2021, I was asked to download my account information from the internet. After NUMEROUS attempts I succeeded - having found your web-site to be client unfriendly.
I was recently asked to repeat the exercise. And again I had problems with the internet site. To start with, it would not accept my pass-word etc.
Eventually, a charming young lady, over the phone, assisted me to access my account.
Having opened my account ..... there was no information to view.
It was suggested that I have the information sent by post - something which I suggested at each of the last 3, 1/2 years!
Please, ask your programmers to sit with non-computer-oriented customers and LEARN how to develop customer friendly systems.

I can echo some other comments - worst returns ever and still waiting after months to get my policy assigned, heaven knows how long it will take to get my money out !

Thank you for allowing the opportunity of giving feedback. I have never had issue with FP so far (I have been a client since 2010 from Chile) but have to admit I have never claimed for money back neither. However, and as far as I can see, my investments are rending well. Regarding information and regular contacts, there is not any really except the monthly email saying the payment has been made. It could be more personalized and an anual review, as it used to happen, would be great to adjust the portfolio.
I have to say I feel pretty worried now by the negative comments I have just read and so I will asap ask for an update of my account to check everything is ok.

Excellent company, great investment management.

Should be Thieves Provident. They are the absolute worse!! Suppoosed to help with retirement but just not yours! Never give these guys a penny!!

Returns are very poor. When I ask for a meeting to talk about my portfolio, response is good. Very limited in investment options - refuse to open cryptocurrency options.

Worst ever! Do not put a dime in with them, pure Garbage

I would rate lower but zero stars wasn't an option, very unclear with your money, you're better off investing on your own, don't be like me and get fooled twice, i see im not the only one who's had a bad experience and what's the common denominator Friends Provident, bad friends if you ask me.

It is bad That no one follow my fund at all