Shepherds Friendly Reviews

Name: Shepherds Friendly
Rating: 4.62

4.6 Rating 2,781 Reviews

93 %

of reviewers recommend Shepherds Friendly

Company Reviews

Metrics

Info

4.6

Based on 2,781 reviews


Shipping & Delivery
Delivery Methods	Postal Service
On-time Delivery	Greater than 89%
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

“QUICK TO ACCEPT MY DEPOSIT BUT VERY SLOW IN SENDING MY REFUND”

Helpful Report

Hello Francis, thank you for your review. I’m sorry to hear that you feel this way. I have looked into this and your refund was processed within 24 hours of receiving the request to cancel your plan. If you have any questions, please don’t hesitate to contact us through our online support form: https://www.shepherdsfriendly.co.uk/help-and-support/. Kind regards, Rosie

“Unfortunately I’ve been badly let down. After initial communication no one got back to me and I lost out on cashback opportunity that drew me to you in the first place. Never mind.”

Helpful Report

Hello Tom, Thank you for your review. I have looked into this for you and we haven’t received the first payment into your child’s Junior ISA. Once we have received the first deposit the ISA Boost cashback offer of up to £100 will be added within 30 days. To see the full Terms and Conditions, please follow the link: https://www.shepherdsfriendly.co.uk/terms-and-conditions-isa-boost/ Kind regards, Rosie

“I was enticed to open a Stocks and Shares ISA with Shepherds Friendly by a cashback offer on Quidco. A year later, the bonus on the ISA was a paltry 3%. In comparison, another S&S ISA I hold earned double in the same year. I then tried to have the ISA transferred to a different provider. A month later, and Shepherds Friendly have still not actioned this. I spoke to their customer service team who could provide no update or explanation. They then said they would contact me the same day with an update. Two days passed and there was no contact, so I then had to raise a complaint.”

Helpful Report

Hello, thank you for your review, we're sorry to hear that you've had some issues with transferring your ISA to a new provider. If you have any more information that you would like to share, or if we can answer any of your questions, please don't hesitate to get in touch. Kind regards, George.

“this is a crappy company, it doesn't pay, it just collects the money, it's always looking for excuses”

Helpful Report

Hello, thank you for your review, we're sorry to hear that you're unhappy with your experience with us. If you have any more information that you would like to share, or if we can answer any of your questions, please don't hesitate to get in touch. Kind regards, George.

“Only opened the account as Topcashback had offered a bonus, which i did not receive. Not Shepheard's fault entirely I suppose! The stocks and shares ISA pays a pittance in interest! (approx. 1.5%) compared to a similar account with Fidelity that has earned approx. 15% So i have decided to move my money to the Fidelity account, but can i close the account or withdraw? no! it's impossible to get a reply or even an acknowledgment of my repeated request to close the account, they keep taking the monthly payments though! Be careful who you choose to invest with, especially if you want you investment to grow or be able to withdraw you own cash! Shepheard's Friendly, Easy to open.. impossible to close!”

Helpful Report

Hello James, thank you for your review. I'm sorry to hear that you're unhappy with your experience, we appreciate all the feedback our members give us. I have passed your details on to our friendly Member Services team who will be in touch to help over the next few days. If you have any other questions, please don't hesitate to contact us through our online support form: https://www.shepherdsfriendly.co.uk/help-and-support/ Kind regards, George

“Signed up over a week ago, not able to log even though the email said I will get a link to set a password. Well, that did not happen. I've asked for help... several days later an email came with a useless advise, which never worked! Diabolical communication!”

Helpful Report

Hello Aiste, thank you for taking the time to leave a review. Our Member Services team has been in touch with you today to help solve your issue with logging in to your online account. If you do need anything else, please don’t hesitate to contact us using our online support form: https://www.shepherdsfriendly.co.uk/help-and-support/. Kind regards, Rosie

“Despite, emails and numerous calls to phone helpline, still unable to access my account”

Helpful Report

Hello, thank you for sharing your review, we're sorry that you haven't been able to access your online account. We have replied to you privately asking for some extra details, please would you be able to respond to that message so we can help? Alternatively, you can contact us through our online support form: https://www.shepherdsfriendly.co.uk/help-and-support/, and our friendly Member Services team will be in touch. Kind regards, George.

“All they do is take the money of you and do not what to pay out . Had been with them 4 1/2 years and when I was of work they told me I can not claim a penny because it was not a accident you had a operation WHAT A WAIST OFF MONEY NO HELP A TALL NOT A HAPPY CUSTOMER”

Helpful Report

Hello, thank you for sharing your comments, we're sorry that we weren't able to help. If you have any more information that you would like to share, or if we can answer any additional questions you have, please don't hesitate to get in touch. Kind regards, George.

“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

Shepherds Friendly is rated 4.6 based on 2,781 reviews