Shepherds Friendly Reviews

Name: Shepherds Friendly
Rating: 4.61

4.6 Rating 2,960 Reviews

93 %

of reviewers recommend Shepherds Friendly

Company Reviews

Metrics

Info

4.6

Based on 2,960 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
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

“Put in a claim for 1 weeks sick pay, said that I had a pre existing condition, which when I pointed if they had read the report properly, that it was advice given from a nurse, not a complaint that I had gone to GP for, after pointing that out then they tried to say I haven’t got enough information on my record, totally contradictory and refused my claim, would avoid this company”

Helpful Report

Hello Joanne, Thank you for your review. I'm sorry to hear about your experience. We always aim to make fair decisions for all our members when they make an Income Protection claim, and we do have criteria that must be met. We've been in touch to let you know that we're currently reviewing your claim again like you asked us to, and our Senior Claims Manager will be in contact. If you have any questions, our friendly Member Services team are here to help. You can reach them using our help and support form: https://www.shepherdsfriendly.co.uk/help-and-support/. Kind regards, Elena

“Unfortunately I was sent an email claiming that I could access my sons account and I have not been able to gain access to it at all.”

Helpful Report

Hello Alexandra, Thank you for your review. I'm sorry to hear you're having trouble accessing your son's plan. I can see that we've emailed over his Welcome Pack, which will include his plan number. You can use this to access his account details in our Mobile App or online. All you need to do, if you didn't set up an online account when you applied for his plan, is create an account by following the 'tap here and create an account' link under the login page of our Mobile App, or create an account directly on our login page here: https://www.shepherdsfriendly.co.uk/your-account/. You can click here to watch our video which explains how to register for our Mobile App in more detail: https://www.youtube.com/watch?v=hdy6GrEerO8&t=4s. Our friendly Member Services will be in contact to support you with this. Or, you can get in touch with us directly using our help and support form: https://www.shepherdsfriendly.co.uk/help-and-support/. Kind regards, Elena

“No consistency Managing 5 years fixed rate bonds by Shepherds Friendly. When inaccurate information given by staff excuses made. In our case the customer always made to feel wrong when justifiable questions asked. It appears the fixed bond product is difficult to manage by SF. Endless excuses and can only rate as poor overall and the customer not listened to. Advised by SF their systems rely on manual interactions and inputs regarding the bond which leaves many questions unanswered in respect of our disputes. The customer always made feel wrong. Endless excuses. No two members of staff say the same thing???”

Helpful Report

Hello Graham, Thank you for your review. We're sorry to hear that you're unhappy about your experience. As a mutual, we always aim to put our members first. I understand that we've spoken with you and we're currently looking into this, but please reach out to us if you have any questions. Kind regards, Elena

“Trying to log in to my actual account and see details of my monthly payments is very difficult. I logged in OK, no problem, then getting to see where my account was up to, ie to see the bonus I was sent an email about 3 days ago, impossible.”

Helpful Report

Hello, Thank you for your review. I'm sorry to hear that you had trouble viewing your bonus. We've looked into it, and we've resolved this issue. We've sent you a private message with a few more details. If you have any questions or would like to talk to us about this, please don't hesitate to get in touch with our friendly Member Services team using our help and support form https://www.shepherdsfriendly.co.uk/help-and-support/ or on 0800 526 249. Kind regards, Elena

“I'm unable to access my account after downloading the app”

Helpful Report

Hello Helen, Thank you for your review. I'm sorry to hear about your experience with us. I can see that you closed your plan before you left your review, so we didn't get a chance to help you with this. Our Member Services team will be in touch with some more details. You can also reach us using our help and support form https://www.shepherdsfriendly.co.uk/help-and-support/ or give us a call on 0800 526 249. Kind regards, Elena

“I responded to your ad and went ahead to open one only to be told I will not be eligible for the £105 as advertised as I was already a member - this is a con! as I do not have any active plans.”

Helpful Report

Hello Penelope, Thank you for your review. I'm sorry to hear that your experience with us wasn't as you'd expected. As our Terms and Conditions say, if you've previously held an ISA or Junior ISA with Shepherds Friendly and have since cancelled or closed the plan you will not be eligible for this offer. Unfortunately, this means we aren't able to offer you an ISA Boost. If you'd like to take another look at our Terms and Conditions, you can read them here: https://www.shepherdsfriendly.co.uk/isa-boost-terms-conditions/ Kind regards, Elena

“Cancelled my plan keep getting emails”

Helpful Report

Hello Angela, Thank you for your review. I'm sorry to hear about your experience with us. When you cancel a plan, you should receive an email from us confirming your cancellation. You shouldn't receive any communications from us about that plan after that, and you can unsubscribe from all marketing at anytime by selecting 'unsubscribe' on an email. If you have any questions, please don't hesitate to get in touch with our friendly Member Services team using our online support form https://www.shepherdsfriendly.co.uk/help-and-support/. Kind regards, Elena

“where is my plan, taken one out but not on my account, ive emaiked and no response...”

Helpful Report

Hello Kathleen, Thank you for sharing your review. I’m sorry to hear your experience wasn’t as you’d expected. So we can help you with this, we’ve sent you a private message requesting more information. 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, Elena

“I have been let down big time when I was falling sick and the manager have discriminated me , I have not been paid as per agreement that I have signed for Please guys be aware to spend your money and never get help when needed, I’m still going to take it further and if not sort it will take it to court Definitely not recommending it to anyone who wants to have peace of mind simply because it’s very stressful”

Helpful Report

Hello, Thank you for your review. We’re sorry to hear that you’re unhappy with the outcome of your claim. We always aim to make fair decisions for all our members when they make an Income Protection claim. If you have any further queries, please don't hesitate to contact us through our online support form: https://www.shepherdsfriendly.co.uk/help-and-support/ Kind regards, Elena

“Failed transaction upon sign up, yet money take from bank. Emails to customer service & form filled in on website over the last week and still no response. Not a good start. Who knows where my money is?”

Helpful Report

Hello Shaun, Thank you for your review. We're sorry to hear that your experience with us wasn't what you expected. I understand that you have spoken to our Head of Member Services and your issue has now been fixed. If you have any more questions, you can get in touch with our friendly Member Services team through our online support form: Help & Support | Shepherds Friendly and they'd be more than happy to help you. Kind regards, Elena

“Had an offer but then didn’t honour it… cancelling my account”

Helpful Report

Hello Rachel, Thank you for your review. We always value feedback from our members. We're sorry to hear that your experience wasn't as we'd hoped. We haven't offered the Love2shop voucher since the 17th of January. With our members' feedback in mind, you can now receive an ISA Boost of up to £100 when you open a Stocks & Shares ISA or Junior ISA which has been very popular. I can see that you've decided to close your plan, but if you have any questions, you can visit: https://www.shepherdsfriendly.co.uk/help-and-support/ Kind regards, Elena

“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

Shepherds Friendly is rated 4.6 based on 2,960 reviews