Janus Henderson Reviews 

JANUS HENDERSON: AN ABSOLUTE FAILURE OF CUSTOMER SERVICE
Still no money. Still no resolution. Still no accountability.
It is now another four days since Janus Henderson acknowledged my complaint on Trustpilot, yet my funds have still not been returned.
My withdrawal request was made on 12 July 2026. We are now well into September. What should have been a straightforward financial transaction has instead become a prolonged and deeply frustrating ordeal.
I have made more than a dozen phone calls, written to the CEO Ali Dibadj (no reply). I have provided the documents requested. I have uploaded paperwork through their online portal. I have repeatedly chased for answers.
And what have I received?
Delays. Contradictory explanations. Being passed around. More requests for information. More waiting. And still no money.
The online document-upload process appears completely ineffective from a customer's perspective. Documents are uploaded, yet there is no meaningful indication that anything is actually progressing.
Most concerning of all is the apparent lack of ownership. After numerous contacts, I still cannot get a clear, definitive answer as to why my withdrawal has not been completed or exactly when my funds will be returned.
A Trustpilot acknowledgement is not a resolution.
An automatic email response is not a resolution
A phone call is not a resolution.
Another excuse is not a resolution.
Returning my money is the resolution.
For a company operating in financial services, this level of delay and customer frustration is simply unacceptable.
Customers should not have to fight for weeks to access money they are entitled to withdraw.
MY VERDICT
Based on my experience, I would think very carefully before trusting Janus Henderson with your money.
If something as basic as withdrawing your funds can turn into this much of a battle, prospective customers deserve to know what they may be letting themselves in for.
Janus Henderson — enough with the acknowledgements and excuses. Resolve the complaint. Return the funds. Take responsibility.

Helpful and prompt in replying as had an error and quickly rectified.

Sure would be nice if I could get my money. 3 weeks seems unreasonable. I withdrew my money because I needed it, not for thrills. I am now passed the point where I needed this money, and I blame you. You guys suck, and I hope you go bankrupt.

Discovered my online account was blocked and tried the chat function, expecting a useless bot reply. Pleasantly surprised to receive a polite and efficient reply from a real person who was able to resolve the problem promptly. Thank you Benjamin.

Just had a chat with Carla who was very informative and helpful with my enquiry about transferring accounts with other providers to Janus Henderson.

When logging on, they sent a verification code to a mobile that I deleted on my account several months ago, so I had to get the code emailed. Once logged in, I raised the problem in a 'chat' and their representative said he would raise it 'with the team' and apologised for the inconvenience. Hopefully it WILL get sorted.

was contacted to send urgent details, called them to query such a letter arriving after not passing security, due to finding the address held on file was wrong as no post in the last 7 years received - they said upload the details to gain access to the files. I can not add what is required in the 'upload file' due to constant error messages, from calling them, told to email them, and online chat all say 5 days response - just rubbish when they are requesting information to get to the fund online, as a company which is basically a portal system for access and online, IT should be able to sort this promptly.

I wanted an app. They answered that apps were available. But to information from where. Is it the App Store or directly from Janus’s site?

Wish I could award 0 stars. This company is appalling.
I made an online withdrawal 1 month ago, the money disappeared from my account but has never been paid into my bank. Contacting them is a waste of time, they come up with all kinds of rubbish but no one will tell me where my money is. Considering this is more than £20K how do they get away with just appalling behavior.

This must be the worst financial company I have ever dealt with in my entire life......
For 5 years they have given out the wrong information each time I have called from management to customer care and I have made to suffer
This company is a joke stay well away
Then they agreed to something and went back on their word!

Very helpful chat.

Please stop calling me! I do not know how you got my number. Their is never no voicemail either and I am not giving you my personal information! Spam! Spam! Spam! This has been on going for months now and I have told you multiple times to stop harassing me!

I have had an account with Janus Henderson for many years now. I had a query which was resolved as far as possible using the chat facility. The agent offered to follow up on my behalf and provided me with an interim solution. The service was fast and professional.

Really pitiful returns for the dividend funds . Would be better off just using a savings account . They are supposed to be experts and still holding Disney in the portfolio ? Also ridiculous time needed to release funds. With the other companies I use such as Schwab they will make funds available for withdrawal from sales within 24 hours but Janus requires 15 days ? I will never use them again and warn my associates to stay away as well .

I have never used or signed up to use Janus Henderson yet I get text messages every single day and there is ZERO Opt Out Options available in fact it won't even let me respond back. After getting multiple text messages I'm not getting Calls on a daily basis as well. Not sure what marketing arm they are using but it's absolutely ridiculous. I've emailed and called yet I still keep getting Spammed on daily basis.

They have non-existent customer service. I have been trying to transfer an ISA and it has taken many months at a time when the market has dropped so I’m significantly out of pocket as a result.

If you raise a ticket in the portal they don’t reply and close the ticket without giving you a response. You get sent a link to view the response in the portal but the link doesn’t work. So if you log into the portal the usability is awful, it’s 4 clicks to get to the messages and then a hidden drop down to archived messages to get the message the ticket had been closed without a response.

There was a mismatch with some of my details but there is no way of checking this in the portal and they failed to contact me to let me know so I could take action. I had to phone to change but only in strict office hours.

I then raised a complaint via email and they claim they’ve written me a letter in response. Nothing received yet. They also phoned me three weeks after the complaint was raised, when I called back 1 minute later the phone lines were closed.

So I phoned the next day was on hold for 15 minutes with somebody who couldn’t help me and then called back 30 minutes later when I told them I wouldn’t be available.

I would avoid unless you are able to manage your finances via phone in office hours and want to wait 5 working days for any action to be taken.

Edit
I have now received the letter ‘addressing’ my concerns. They have not acknowledged the fact that the email link they sent me did not work. They claim that they did respond to my initial request despite the fact that they closed the ticket and didn’t respond to my question. The response was incredibly patronising and didn’t address any of the issues or delays in their communications. Their actions caused negative financial outcomes for me that they have not even acknowledged.

Service is always excellent. I have experienced issues logging on to my account but when I called, a resolution was found quickly and, since then, all my queries have been dealt with quickly and efficiently and with impeccable manners.

Oh wow, I have been assisting my neighbor transition immigration to Croatia and the agents at Janus Henderson made the process seamless, they took extra steps to ensure their was no hiccups along the way, they showed they cared and I am very impressed thank you to all who help someone along the way in life. Be Blessed.

I was locked out of my account and used Chat to sort it. Natalie was fantastic and sorted me out within 5 minutes. Great service from Janus Henderson Chat.