We have over 40 years’ experience in supporting customers before and during retirement, and we continue to develop our services to provide extra help where needed.

Practical support

Our customer support team are available from 8:30am-5:30pm Monday-Friday (excluding public holidays) and can be reached on 03455 212 414 (or via the Typetalk service on 18001 03455 212 414). You can also get in touch with us by sending a secure message from your James Hay Online account.

If you have a preference on how you would like to receive regular correspondence from us, then just let us know. We can provide information in Braille, large print, audio or E-text formats, and we can send you digital copies of your documents via secure message, so that you may make use of any additional technology that you require, such as a magnifier or browser extensions.

If necessary, you may consider setting up a Power of Attorney with someone you trust, allowing them to assist you with the general management of your James Hay product(s). Alternatively, you can provide us with a Letter of Authority, which will allow us to communicate with someone else on your behalf. You can allow that person to provide instructions to us, or simply receive information regarding your plan without the authority to make changes.

Financial guidance

Your financial adviser

We do not provide financial advice. If you have a question regarding your investment choices or require personal guidance, you should contact your financial adviser. If you do not have one, you can call Unbiased on 0800 023 6868 or visit www.unbiased.co.uk to find financial advisers in your local area. 

Pension Wise

The Government service Pension Wise offers free and impartial guidance regarding pensions. You can call them on 0800 138 3944 or visit www.pensionwise.gov.uk to book a free appointment.

Citizens Advice

You should always allow yourself time to assess the impact of any financial decisions you intend to make, and never rush when it comes to managing your pension and investments. Should you ever feel under pressure or unable to manage your finances, you may wish to speak to Citizens Advice by calling their advice line on 03444 111 444 or by visiting www.citizensadvice.org.uk.