SJP User Reviews

SJP

St. James's Place

💼 Business

💰 Finance

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Won’t let me log in

Some of the reviews for this app have been less than good so I’ve avoided downloading and using it. Unfortunately, this is now the only way to access documents and accounts as the website has been shut off.

You’d think this would mean the developers would make sure you can access your account. You’d think this would be a priority.

You’d also be wrong.

I have only ever been able to progress beyond the identity verification page once, despite having completed the check 3 times!! When I check the app is working, it opens with my Face ID, then takes me to a loading page where they ‘check’ my identity and it says ‘wait 5 minutes’. Hours later. Nothing.

Sort the issue. It’s enough to make me move my finances to another service.

Draw'er

a year ago

Response from developer

Hi, we’re sorry to hear you’ve had issues accessing the app. Please feel free to get in touch with our team on 0800 151 3383 so they can support you further. Regards, Izzy

Mobile app invest & withdraw

I have been using the app for several months and there is not functionality for me to put money in to my accounts myself or withdraw my money should I want to. It isn’t anything more than a visual ticker of the value in the accounts. I’ve been told by my SJP partner it is possible to do this on the app but no one can explain where or how…

The app is lacking in any intuitive functionality & isn’t giving me any freedom to access and manage my funds.

There is no help desk lil, live chat or anything you may expect of a modern finance app. Is there an other app I should use? Will this one be updated to provide a positive expertise?

WongLad

a year ago

Response from developer

Hi, we’re sorry to hear you’ve had issues using the app. Please feel free to get in touch with our team on 0800 151 3383 and they'll can support you further. Regards, Katy

Terrible user experience

In their infinite wisdom SJP are switching off the web based access. Customers have to move to the app. But I can’t set it up because at the password setting phase I get stuck; even though my choice meets all the criteria (green ticks) and they match. Terrible user experience and makes me wonder if they ever have thorough user testing. Raised this with customer services who said to use my iPhone rather than iPad. Still didn’t work and have raised a complaint but was asked “am I raising complaint or do I need help setting up?” Like it’s a choice. .

Bathbiggles

a year ago

Tells you what you need to know unless you have lockdown mode on

This app seems to have access to the graphs and data that you don’t get when logged in to the web portal. The data is very easy to consume and easy to navigate. It was working great and I used it daily however I’ve recently found that it won’t load at all of you have lockdown mode turned on. Which is very frustrating

Epitrochoid

a year ago

Response from developer

Hi and thanks for your patience whilst we investigated this. Lockdown Mode is an optional, extreme protection, and when enabled, your device won’t function like it usually would & we can't guarantee it will not cause issues with the SJP App. Should you wish to enable it, It does appear that Apple does provide the ability to exclude certain apps from Lockdown Mode. Instructions on how to do this are available at the bottom of this article. https://support.apple.com/en-gb/105120. Hope this helps! Izzy

Infuritiating

I’ve tried this on and off for a couple of years. The app has never heard of my email address so I can’t reset the (already correct) password. Developer offered contact after my last review. Gave them the benefit of the doubt and contacted them. No response.
The screen size of the non app browser based screen isn’t configured properly for an iPhone so you can’t quite click on the buttons if NOT using the app. Hence I have no idea how my investments are getting on.

Billythewhizz1

a year ago

Response from developer

Hi, we’re sorry to hear you’ve had issues accessing the app. Please feel free to get in touch with our team on 0800 151 3383 so they can support you further. Best, Izzy

Too hard to set up. Deleted

Far too involved setting up. I’ve been an SJP client for a decade using online access. To start from scratch now suggests poor process and IT.
I never got past Identity Verification. On my second call to support that was quickly resolved by manual intervention; that interaction worked really well. Thank you.
My wife struggled with her set up too. So, it was resolved in the end but such a frustrating waste of time.

taken1113

a year ago

Response from developer

Hi, we’re sorry to hear you’ve had issues accessing the app. I notice you've already spoken to our support team, but please don't hesitate to reach out if you'd like to discuss further. Best, Izzy

Great App

I was a little worried setting up the app after reading the reviews but I decided to give it a go and I can say it took me few mins to add my details and it worked first time and very happy with the experience. Well done

Neilh1703

a year ago

Response from developer

Thank you for sharing your positive review of the SJP App! We're so glad to read that you were able to get access quickly and that you're getting value from the app. Best wishes, Izzy

Poor if you are a desktop user

Not that impressed really. Received an e-mail essentially forcing us to switch to the app as the old system (which was great and easy to use) was being terminated. The process assumes everyone uses either a phone, I-pad or laptop - like a lot of people we have a desktop with no camera. Add to this the fact that my wife has an older I-phone and the app does not work with a system older than IOS 15 - she now has to go to the expense of upgrading her phone when her existing phone is fine for her needs. I wonder how much client consultation took place before compulsively introducing this took place? Bearing in mind the elderly profile of their client base probably very little……..

The unimpressed Pragmatist

a year ago

Response from developer

Hi, thank you for sharing your review. We really appreciate the feedback, and we'll make sure to share this with our app team for further consideration. If you need any further help, please speak to your SJP Partner. Best, Izzy

Is This Worth Installing

New to SJP and would like advice from app support to know whether I should bother installing this app, as I have never seen an app with such consistently bad feedback.
I expected a decent product from SJP.
Makes me wonder if I have chosen badly with my investment.

DIRTHOUND

a year ago

Response from developer

Hi, the SJP app is all about simple design and ease of use. We've now rolled out this look to a new laptop and tablet view and we are busily working on new feature releases every single day. If you need support with the app, here are some answers to our most frequently asked questions: https://www.sjp.co.uk/individuals/online-services. Kind regards, Izzy

Enter a Passcode

Useless to me at the time. Tried to Sign in again, and that doesn’t work Login again. Crazy & neverending. Go back to the old format, that did work.
Update: after a number of searches for similar issues, I discovered that (unknown to me or any indicators within the App), that my iPad needed ‘additional’ security settings being enabled ie; use of a ‘PIN’ “to access my iPad - Not to access the App. Working now, just a Faff to get it all going.

C-Kraken

a year ago

Response from developer

Hi, we're glad to read you've been able to gain access, however if you'd like to chat through anything, our Client Services team are available on +44 800 151 3383. Best wishes, Izzy

Expected better

I have been with SJP for over 10 years and have money invested with them. They are not cheap in terms of management fees, and you would expect an app to work well. Wasted 30 minutes trying to get this to work today. Would not allow me to take photograph.. Spoke to helpline who said they could refer me to somebody else who could possibly help after they spent ten minutes trying to help. Spoke to SJP partner, who said to call the same number that I just wasted 10 minutes with. Also got a letter the day before saying how they had overcharged me on management fees but with not much detail. Not happy.

Mzyxdarc

2 years ago

Response from developer

Hi, we’re really sorry to hear you’ve had issues with the app, and we'll make sure to share your feedback with your SJP Partner and our developer team. We can see you've already spoken to support, and I'm sorry the outcome wasn't as expected, however this team will be able to help you so please do reach out again as we'd love to get you up and running on the app: +44 800 151 3383. Best wishes, Izzy

A bit involved but overall worth the effort

I needed some help to set the app up. And a few documents are required for the initial set up. Once that’s done ( and it does take time) the app actually gives you more information at-a-glance than I could find on the website equivalent. I suppose all those steps are needed for security. Anyway, now it’s on my phone and the information I need about my investment is there and there very quickly.

ansonort

2 years ago

Response from developer

Hi, we’re sorry to hear you’ve had issues with the app. We'd love to support you in getting the app up and running, so please feel free to get in touch with our team on +44 800 151 3383 so they can support you further. Best wishes, Izzy

A Test of One’s Patience

The app is a nightmare, process fails to pass on from page to page, I have had my details shown as not recognised repeatedly when I’m literally copying them from my wealth report.

I am pleased to say that on about the fourth attempt and a useful conversation with your agent(Oliver?) I have now managed to access the SJP App on both my IPad and phone. It remains a mystery to me why my email address was at odds with my SJP account. However, alls well and situation resolved. I remain hopeful the App will prove useful in the future

rafbaby45

2 years ago

Response from developer

Hi, we’re aware of some issues with the app on Apple iPad at present, but our teams are working very hard on the fix, and you should still be able to access it on other Apple devices. If this isn't the case, and you need further support, please feel free to get in touch with our team on +44 800 151 3383 so they can support you further. Best wishes, Izzy

Terrible App

I’m afraid to say, this App is awful, I cannot even register, it asks for my details and then just tells me my details aren’t recognised.
I’ve given up trying now, totally fed up with it.
I was really looking forward to using it, it would have been so handy but alas, it’s not to be, I suggest SJP sort this out, doesn’t make you look good, makes you look unprofessional.
Thankfully, on a more positive note, I’m more than happy with the performance of my investments at the moment and my SJP account manager, couldn’t be more professional.

Thecatfromhell

2 years ago

Response from developer

Hi, we’re sorry to hear you’ve had issues with the app and we'll share your feedback with our developers, as we'd love to be able to provide you will an app experience that is more positive. In the meantime, if you'd like some support with getting access, please contact our Client Services team on +44 800 151 3383 so they can support you further. Best wishes, Izzy

Not very user friendly, just like the company

The app is not very intuitive and always portrays St James’s place in a more positive light them. Perhaps it should.
It does not give me information versus the rest of the market, and it impossible to see performance of fund with the fees Saint James’s Place take. St James’s place are completely immune to the performance of your fund as they get their fees and bonuses either way.
I think this has been fairly well publicised in the press recently.
The app reflects their attitude to customers, witches lock them in and leave them.

Aphotoaddict

2 years ago

Response from developer

Hi, we're sorry to read your feedback, and we'll make sure to pass it onto our developers. If you'd like to discuss further, please reach out to our Client team: https://www.sjp.co.uk/individuals/help-centre. Best, Izzy

Hard to initially get working and very limited in capabilities

It took weeks to get the app working. It is working now but it is very limited in its capabilities. The graphs cannot be customised. They are linear rather than logarithmic. You can’t overlay other data (such as ftse) over them. The app only updates once a day and the data available is sparse.

You can’t get a graph of your consolidated portfolio over time, surely a basic requirement?

The app looks pretty but is very limited in capability and needs considerable work.

djshchebf

2 years ago

Response from developer

Hi and thank you for taking the time to leave a review. We appreciate the feedback and we'll share this with our app team. If you'd like to speak to someone directly about your comments, please feel free to contact our Client Services team on 0800 151 3383. Kind regards, Izzy

Brilliant addition to SJP services

Have had access to the App for a while now and with new features coming out on a regular basis it’s really adding value to the relationship I have with SJP and my Partner. Fab work and looking forwards to new features in 2024.

What'im?

2 years ago

Response from developer

Hi, thank you for your review, we're really glad to read that you're getting value from the app and we'll make sure to pass on your feedback. Best, Izzy

Don’t waste your time.

If I could have given a zero star rating I would have done. Downloaded the app on my iPad and tried at least half a dozen times to register but frustratingly it keeps hanging/freezing about 3 mins into the process on the password page.
3 phone calls to their helpline involving time consuming security questions and they haven’t fixed the problem nor is anyone from the IT department or anyone who is familiar with the app prepared to discuss things with me. Very dismissive. Most arrogant.
For such a major financial company to have such an amateur and off-hand approach to how they communicate and present key financial info to their customers beggars belief really.

Ian G Shrops

3 years ago

Response from developer

Hi, we're really sorry to read your review and we're sorry you've not received the level of service we expect our team to provide. We'd really like to get you up and running and our Client Services team are here to support on 0800 151 3383 , alternatively please speak to directly to your SJP Partner, who can support you further. Best, Izzy

Photo and selfie ID setup screen doesn’t work.

Waited an age for this app to arrive. Logged on the old way this morning and it said new app was available. Immediately downloaded and went through majority of set up on my iPhone. So frustrated to get to photo ID and selfie part for the screen to freeze. Can’t progress and told to come back and try in a week or so by telephone support. A failure of testing as I see other would be users are having the same issue. Urgent update required.

C4DAG

3 years ago

Response from developer

Hi, we’re sorry to read your review. We’re aware of these issues and a fix has been implemented. If you’d like to discuss further, please contact our Client Services team on 0800 151 3383. Kind regards, Katy

ID verification problem

App completes step 1 no problem I.e. taking 2 photos (front and back) of driving Licence ( so clearly has ‘access’ to camera). however, step 2 does not work in that the app states that access to the camera is denied. It suggests that I adjust my browser settings to allow access for the camera in settings. I have checked both the app which does not show the camera and I have also checked the camera settings under privacy, which does not show the SJP app as requesting access in fact, it does not show the SJP app at all. I have deleted and reloaded the app, and I have turned my phone on and off. It is an iPhone 12. With the latest iOS update, 16.3 loaded. I am at a loss to what to do next. The app support Telephone help has kept insisting phone settings, but was not able to offer any advice as to what the corrective action may be!

Vvvvvbbvvvvv

3 years ago

Response from developer

Hi, we're really sorry to read about your issues accessing the app. I've spoken to our Technical team and they have suggested you do the following and try logging in again: go to Settings > Safari > Camera and see what is selected; if 'Deny' is selected, please change this to 'Ask' or 'Allow'. If you are still experiencing issues, please reach out to the team on 0800 151 3383 and ask to be referred to a Technical Specialist. Best wishes, Izzy