Shepherds Friendly Reviews

Name: Shepherds Friendly
Rating: 4.61

4.6 Rating 2,963 Reviews

93 %

of reviewers recommend Shepherds Friendly

Company Reviews

Metrics

Info

4.6

Based on 2,963 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

About Shepherds Friendly:

Shepherds Friendly is one of the oldest financial mutuals in the world, with 190 years’ experience in providing families with financial security.

Visit Website

Phone:

0800 526 249

Email:

marketing@shepherdsfriendly.co.uk

Location:

Haw Bank House, High Street, Cheadle
SK8 1AL

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Shepherds Friendly 5 star review on 24th February 2021

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have never received my love to shop voucher and friends who have opened accounts haven't either”

Helpful Report

Hello, thank you for your review. We’re sorry to hear about your experience with us. We would like to look into this for you, please would you be able to contact us directly using our online support form: https://www.shepherdsfriendly.co.uk/help-and-support/. Under the "How can we help you?" question, there is an option to pick "I have an enquiry about my voucher." Once you have filled the form out and submitted it, our friendly Member Services team will be in touch to help. Kind regards, George

“Reading the reviews, it appears that I'm not the only one who experiences difficulties when attempting to file an income protection claim; however, I am the only one who is aware of the solution to recover my income, as KEZOOK COMPANY advises me on what steps to take once I contact them on Google. Take note: They never pay out! Steer clear of their income protection plan. There is no empathy, no logic, and no caring. It's simply a no; you're not insured, but as soon as you know you can rely on KEZOOK, everything is fine.”

Helpful Report

“Asking me to review, when i joined a week ago and haven't even made my first payment yet is silly....”

Helpful Report

Hello Mark, thank you for your review. If there is anything we can do to help you with your plan, or if you have any questions, please don't hesitate to get in touch with us through our online form: https://www.shepherdsfriendly.co.uk/help-and-support/ and our friendly Member Services will be more than happy to help. Kind regards, George

“Prem majewski. Be warned do not use their income protection scheme. My premium has been canceled during attempting claim. My family left with no means to survive . Absolutely No explanation , no compassion - simply cancelled and all my premium money returned? Bunch of thieves. ! Discussed”

Helpful Report

Hello Mr Majewski, thank you for leaving another review. Again, we're sorry that you're unhappy with the outcome. We have responded to your review on Trustpilot explaining the fact that we have already been in touch regarding why we're unable to pay your claim. We would like to reiterate that when applying for an income protection plan with us, and when you're making a claim, that you answer our questions about your health and lifestyle openly and honestly. This is important as otherwise, the plan is invalid and would have to be cancelled, so we may not pay the claim. Please don't hesitate to contact our Claims team, who will be more than happy to explain their decision. Kind regards, George

“Income protection plan was cancelled during claim without reason and left me financially stuck and has adversely affected me since”

Helpful Report

Hello Mr Thomas, Thank you for getting in touch and leaving your feedback. We’re sorry we weren’t able to help you for reasons we have explained to you. If you have additional questions or concerns, please contact us and we will try to help you - https://www.shepherdsfriendly.co.uk/help-and-support/ Regards, Libbi.

“Seems like I'm not the only one who has issues when trying to make an income protection claim reading the reviews. Be warned - They don't pay out!! Avoid their income protection policy. There is no care or compassion, no reasoning. It's just a straight no you're not covered”

Helpful Report

Hello, thank you for leaving a review, we're sorry to hear you are unhappy with the outcome of your claim. We have contacted you requesting a few more details so we can look into this issue for you. Please could you reply with your plan number or postcode, contact details, and the best time for us to reach you? Alternatively, you can get in touch with our Member Services team on 0800 526 249 and they'd be happy to help you. Kind regards, Rosie

“This is really bad company have the hight income protection plan been paying for years, starting to make claim with two sick notes, refused void claim now , been missed sold this policy & let down by this company court action maybe taken now as I haven't cancelled policy”

Helpful Report

Hello Michael, Thank you for leaving a review, I'm sorry to hear that we haven't met your expectations this time. We always aim to make fair decisions for all of our members when they make an Income Protection claim and, in the interest of fairness, we do have terms and conditions that must be met. Thank you for sharing your feedback on your experience with us. We are looking into this matter and we will provide you with an update shortly. If there is anything further we can do to help in the meantime, please don't hesitate to contact us. Kind regards, Rosie

“Keep away form this company for income protection they will not pay out always making excuses even when I sent all my X-ray and sick notes very disappointing no one cares just take your money”

Helpful Report

Hello, Thank you for taking the time to leave a review regarding your experience with us. I’m sorry to hear that you are unhappy with the outcome of your Income Protection claim. We understand that this cover is important, and we do pay the vast majority of claims; in fact, last year we paid 96.2% of our member’s claims. We treat each claim fairly and on an individual basis and, on occasion, we are regrettably unable to help. In these instances, we will always explain our decision and the reasons why the claim has been unsuccessful. If we can be of any further assistance, you are of course welcome to contact us via our online contact form: https://www.shepherdsfriendly.co.uk/help-and-support/. Kind regards, Rosie

“Despite opening a plan & receiving a confirmation email, I cannot login to the website & when I request a password update I am yet to receive an email to reset it.”

Helpful Report

Hello Amy, Thank you for your review. I'm sorry to hear that you have had difficulty accessing your account. I have raised this with our Member Services team, who will look into this for you. A member of our team will be in touch with you soon to help resolve this issue. If there is anything else we can do to help, you can contact our friendly Member Services team on 0800 526 249 during our office hours, or via email at members@shepherdsfriendly.co.uk. Kind regards, Lucy

“not even worthy of one star disgusting chancers who will not tell you they would not have accepted you policy untill you are making a claim if i had not attempted to claim on the income policy they would have had taken my money and said nothing and tried to blame it on me how many other people paid for years without actually having the peace of mind they promised”

Helpful Report

Hello Del, Thank you for taking the time to leave a review. As a mutual, our commitment is always to our members, and we treat each claim with care and diligence. I’m sorry to hear that you’re unhappy with the outcome you received. We always aim to make fair decisions for all of our members and, in the interest of fairness, we do have terms and conditions that must be met. I understand that you no longer have a plan with us, but if there's anything further we can help you with, please don't hesitate to get in touch with our Member Services team on 0800 526 249 or via email at info@shepherdsfriendly.co.uk. Kind regards, Lucy

“Opened a 5 year fixed rate bond over a week ago with the promise of a £100 gift voucher once funds are received and over a week later I still haven't received the voucher, very much feel like iv been conned”

Helpful Report

Hello Dean, Thank you for your review. As a mutual, our commitment is always to our members, and I'm sorry to hear that we haven’t met your expectations this time. Colin, our Head of Member Services, has recently tried to get in touch and has ordered a voucher for you. If you need any further help with this, please don’t hesitate to contact our Member Services team on 0800 526 249 during our office hours, or send an email to members@shepherdsfriendly.co.uk. Kind regards, Lucy

“I am diagnosed with prostate cancer on July 2022 and submitted the income protection claim but Shepherds Friendly rejected my claim, they said I have not disclosed all the medical information although I have given consent to request my medical records validate my application during the application process, when I sent the copy of the email to compliance manager who avoided to confirm my email to answer their failure to request report, I have already requested my solicitor take them to court to apply for refund of my payment amount of £21,192 which covers Dec 2015 to Oct 2022. Customers please don't trust them.”

Helpful Report

Hello Murugesu, Thank you for your review. I'm sorry to hear that you're unhappy with the outcome of your claim. As a mutual, our commitment is always to our members. Each claim is managed on an individual basis and we always aim to make the best possible decision based on our assessment of the case. From our records, I can see that you have been in touch with the Financial Ombudsman for an impartial review. If there is anything else that we can do to help you, please don’t hesitate to contact our friendly Member Services team on 0800 526 249 during our office hours, or send an email to members@shepherdsfriendly.co.uk. Kind regards, Lucy

“Do not use this company you will not get paid out I’ve been promised to be paid out after the first month and still not after 6 months now and now I’m a sole trader who Brocken his foot and nearly lost my business of this Pleas keep away from this company”

Helpful Report

Hello Jamie, Thank you for your review. As a mutual, our commitment is always to our members and we’re sorry to hear that we haven’t met your expectations this time. We are currently investigating your claim with us, but if you have any questions, please don't hesitate to contact our friendly Member Services team on 0800 526 249 during our office hours, or send an email to members@shepherdsfriendly.co.uk. Kind regards, Lucy

“DO NOT USE ; I used them for income insurance and they have treated me horrifically. When you make a claim they will use anything you have gone through to void it. Anything you ever visit a doctors/gp for ; whether its a headache, itch etc”

Helpful Report

Hello, Thank you for sharing your thoughts with us. As a mutual, our commitment is always to our members and this is reflected in our high claims paid rate of 95.2% over the past five years. We do take pride in the high level of service that we provide, and we are sorry to hear that this was not your experience this time. If you would like to further discuss your claim with us, please do not hesitate to contact our Member Services team on 0800 526 249 during our office hours or at members@shepherdsfriendly.co.uk.

“I already had one policy with this company on reading the paperwork I received there was a chance I would not be covered. I emailed company with the enquiry and got no response so telephoned on numerous occasions nobody picked up after 15 mins. So cancelled in cooling off period”

Helpful Report

Hello Howard, Thank you for your review. I'm sorry to hear that you haven't received our usual high standard of service this time and that this led you to cancel your plan. Please be assured that this experience is not reflective of how we support our members. I'm not sure why you were unable to reach us on this occasion, so I have shared your comments with our Member Services team to make sure we continue to meet our members' expectations. Kind regards, Melissa Shepherds Friendly

“This company is scam and will not pay your income protection claim. Beware.”

Helpful Report

Hello Sadat, Thank you for taking the time to leave a further review regarding your experience with us. I’m sorry to hear that you have been unhappy with the outcome of your Income Protection claim. We always aim to make fair decisions for all of our members when they make a claim and, in the interest of fairness, we do have terms and conditions that must be met. From our records, I can see that you have been in touch with the Financial Ombudsman for an impartial review of your individual case and that the complaint was not upheld by them. I’m sorry if this wasn’t the outcome you were hoping for, but I do hope that this gives you some reassurance regarding the decision that was made about your claim. Kind regards, Melissa Shepherds Friendly

“they hvent even sent any policy to me or told me the direct debit date so thats why i consider only 1 star”

Helpful Report

Hello Christopher, Thank you for your review and for raising this matter with us. I'm sorry to hear that you have yet to receive some information regarding your plan. The Direct Debit date is usually chosen by our members during their application, apologies if this hasn't been the case. I've had a quick check of our system for you and I can see that we sent your plan documents via email at the end of August, so I'm not sure what's happened and why you haven't received these yet. Again, please accept my apologies for any inconvenience. Please be assured that I have passed your feedback on to our Member Services team and I will ask that someone contacts you to discuss this further, and to make sure that you have all of the information you require in relation to your plan with us. If you would like to speak to us before then, you are welcome to call us on 0800 526 249 or send an email to members@shepherdsfriendly.co.uk. Kind regards, Melissa Shepherds Friendly

“Everything was great until I needed to make a claim. “95% of claims paid out”. Can’t wait for that response. Apparently having to stop working due to the stress of having a baby fighting cancer and needing bone marrow transplant isn’t a valid reason to go off sick despite the support of medical professionals agreeing I’m not fit for work. What more valid reason for being off with stress could there be than having a child who has been given such a bleak prognosis. How can any parent be deemed fit to work in a high pressure job in this situation? Absolutely disgusted by the treatment I have received. And no, I haven’t went through the complaints process, I haven’t the mental capacity and what is the point?”

Helpful Report

Hello Chris, Thank you for your review regarding your experience with us. Again, please allow me to express my best wishes to you and your family at this difficult time. I’m so sorry to hear that your child has been unwell. It’s disappointing to hear that we have not met your expectations this time. Each claim is managed on an individual basis and we always try to make the fairest possible decision based on our assessment of the case. Since responding to your review on another platform, I can see that our complaints team has been in touch to discuss this matter further with you. Please be assured that we take each complaint seriously. If you need to speak to us at all, please do give us a call on 0800 526 249 or send an email to members@shepherdsfriendly.co.uk. Kind regards, Melissa Shepherds Friendly

“Outrageous, really bad practice. Income protection insurance is a SCAM.”

Helpful Report

Hello Angelika, Thank you for your review. I'm sorry to hear that you feel that our Income Protection hasn't been of benefit to you. This plan exists to support members who are unable to work due to illness or injury, where terms are met. We understand that this cover is important to our members and we do pay the large majority of claims; in fact, we have paid 95.2% of claims over the past five years. We treat each claim fairly, on an individual basis and, on occasion, we are unable to help. In these instances, we will always explain our decision and the reasons why the claim has been unsuccessful. If we can be of any further assistance, you are of course welcome to contact us on 0800 526 249 or via email to members@shepherdsfriendly.co.uk. Kind regards, Melissa Shepherds Friendly

“Terrible service. Took over a month to get my money out. Would not accept a digital bank certificate of account instead of legacy paper statement. They are operating in the past.”

Helpful Report

Hello there, Thank you for sharing your thoughts about your experience with us. I am saddened to hear that you are disappointed with the service you have received in relation to your withdrawal. We work hard to offer excellent, personal service to all of our members and I'm sorry we haven't met your expectations this time. I hope that the matter is now resolved for you. If you do need to discuss this further with us, you are welcome to contact our Member Services team on 0800 526 249, or via email: members@shepherdsfriendly.co.uk Kind regards, Melissa Shepherds Friendly

Shepherds Friendly is rated 4.6 based on 2,963 reviews