Janus Henderson Reviews 99

The website was easy to use but lacked essential information. I used the online chat to ask for the further information. SPoke with Haile who was helpful. However was told they would come back to me with the information in 3-5 days (which I thought was a long time anyway!) but they have not done so

I rarely use the website and don't remember the ins and outs. The last couple of times I have needed help doing what I want to do. My 2 experiences with customer service (one by phone, one by online chat) were both excellent. I got knowledgeable, efficient and friendly service both times.

The Customer Support team member was very helpful and gave me thorough answers to my questions, with links and steps of action.

The login screen is less efficient than other online platforms, and then the actual website is again less intuitive and efficient. They can maintain security whilst making things slicker.

Example - every single time you login, it asks you to confirm marketing preferences. (I bet it doesn't do that if you opt-in to marketing emails!) Ask me once!

The support person was immediately able to answer my query.
I see that Janus Henderson now supports id-pal for identification of overseas customers. This is a great step forward and will hopefully be followed at some point with access to accounts from outside of the UK.

I had a very quick response and all my queries were answered.

Quick response on the chat messaging app. Clear and concise answer to my question re transferring stocks and shares.

Janus Henderson has the WORSE Customer Service..of any investment company that I have ever dealt with.

They put no priority whatsoever on anything that you send them in the mail.

When you call to inquire about anything, you will be put on hold for long periods of time.

They lied to me repeatedly. Janus Henderson is unprofessional, deceitful, and likely under-staffed.

The help from Janus Henderson was courteous and efficient. All that I could ask for.

“Janus Henderson shared more details about my late father’s account with other beneficiaries than I expected, causing me stress as the trustee. When I asked for their confidentiality policy they refused to share it, which I felt was less transparent than other firms I worked with. They said that this was not an issue and they can give this information out. Who would want to do business with a company like this, that’s gonna give all their personal information out after they die unbelievable” The information they gave to one of the beneficiaries was how much was in the account how many beneficiaries were on the TOD and that one beneficiary has been paid out and then they gave the amount that was left in the account. Then the beneficiary did the math and figured out how much the one beneficiary got, and then told all the other beneficiaries and caused a bunch of issues. All of his other accounts I had to deal with none of them would release this much information. This was very disappointing and stressful for the me as the trustee.
I would never do business with this company because what I put on my beneficiaries is to be confidential and not shared with other beneficiaries even after my death. That’s my private personal decisions. My dad would be so upset.

Dreadful experience with this company. Mother and I as her POA tried to cash in the money in her accounts on 30th April. Contract letters received but no money. After phone calls where I felt fobbed off with lies, I finally had contact with a team leader who promised to see the matter through. Needless to say, a few phone calls later I was speaking to someone else. Four pieces of information were needed to release the money, each of which was obediently sent or emailed. Each piece of information took at least four days to be processed including those pieces flagged up as a ‘matter of urgency’. By this time I had a phone number for the complaints team and used it. The lady dealing with my case has been the only person who tried to get things speeded up and through her efforts mum finally has her money – 8 weeks and 2 days after the original request.

I have had an ISA with Janus Henderson for over 20 years and only recently had reasons to contact them. Given that I loathe IT, am fairly incompetent with this means of communication, I have found the company will respond satisfactorily, professionally and politely, if a little slower than using a phone. I trust the company and will not be lured into investing elsewhere even if there's a possibility of higher dividends. I am satisfied with their transparency and ethics, and that says more to me than possible financial gains in the short term

Very quick response on the electronic chat, and also very clear and concise answers to my questions.

As I live in South africa I receive information about my investment account by post. Unfortunately the SouthAfrican postal system is very slow so when I received 3 letters on 7 April 2025 dated end November, middle and end January informing me that a total amount of 40thousand pounds had been taken from my account without my knowledge I immediately phoned and sent an email. I made 4 more calls in the next two weeks, each time being told that the fraud department was investigating and would contact me. It is now almost a month later and no response from the company.

The response I received from John via the online help was very quick, clearly explained and provided me with the answer I needed

Janus Henderson were patient and tried to resolve the problem , however they are going to investigate further and get back to me

A very simple correction required on my account a change of spelling of my forename, uploaded ID as requested , reply this will be resolved in 5 working days ,6 weeks later and no change ,so I am
I unable to transfer ISA funds ,
It’s not that difficult Janis Henderson please improve your customer service

Stay away from this company. The advisors are not well informed and have received different info from each one. Trying to cash out a IRA fund during the shitshow that is Trump due to market crash and need all kinds of forms and signatures to release funds??? Have had no problem with other investment firms except Janus and have been a customer since 2010. I will NEVER do business with them again… still waiting for check…god give me strength!