Is atsipp.co.uk Legit?

I'm a new At Sipp client and the service so far has been excellent. I did as much research on the firm as I could prior to signing up, reading any reviews I could track down (here on trustpilot, some blogs, reddit etc) so I'm going to give my honest feedback now that I've gone through the sign up process myself. I first contacted them in March this year because I was looking into the IBKR SIPP administrator service they provide. I got a quick reply to my questions with forms to apply if I chose to do so. I finally got around to signing up when I emailed them on June 25th with my completed application forms. Fast forward 2 weeks and my IBKR Sipp account was open on July 9th and funded by my HL pension transfer in.To speed things along on my side, I responded quickly to anything they needed during the account approval process (e.g. sending over certified ID/address documents because the automated AML check didn't validate my info, signing up to IB using their @Sipp invite link etc) while they kept me regularly updated along the way. HL were obviously very quick with their transfer across too which was great.All going well and assuming the fees remain reasonable for direct clients, I hope to continue with this service for years to come.I'm aware that this positive review stands out among other negative reviews on here and that's half the reason I'm posting it. Perhaps the service levels have improved since other people signed up e.g. they have clear service level agreements for new applications to be processed etc on their website and they were shared with me early on.In closing, it's early days but I'm glad I made the decision to go ahead with this. This is my personal review and it is not financial advice for anyone else. I will come back and update this review in the future if needed.

What a ghastly experience trying port my SIPP over from Interactive Investors to @SIPP! Every step of the way takes so long, with multiple chase phone calls on my side and a pedestrian attitude on theirs. All the while they have my sizeable sum sitting in a Barclays bank account presumably earning them interest.

Very poor company to deal with. Bad customer service and they make everything difficult. Only interested in your money and their fees!

Last year, they sent me someone else’s account activity details... I felt very comfortable knowing how careful they are with the distribution of confidential information. This year, they have been unable to transfer the correct amount from their account to the account they opened in my name with Interactive Brokers. Worse: they don’t even bother responding to my messages asking why that is... I will probably contact the FCA. These guys shouldn’t be managing other people’s money.

It was definately a bumpy process moving my pension to @SIPP and months later moving funds from an external pension fund to @SIPP. I sent in a formal complaint which was responded to in due course with an apology and a gift voucher which I appreciated. Hopefully the management and staff will look at their business processes and improve them as a part of continuous service improvement over a period of time with customer feedback in mind.I think that they want to provide a better service, all it will take is the will, time and effort.I wish them well.

My experience of @Sipp has been unsatisfactory. I have been with them for over 5 years but going into Drawdown has shown the company’s shortcomings. I tried to withdraw all funds in my trustee account and emailed asking ‘what do you need from me to withdraw all funds etc’. After more than 10 emails and no comprehensive answer I gave up and decided to send the funds back into my Sipp, where I could start again. More emails, more complications and another week. There was a terse telephone conversation which I asked to be ‘after 12pm’ but there was a phone call, message and email all before 11am. I don’t think they read the words. Then @Sipp gave me their bank account so I could complete the new Drawdown. But they gave me the wrong @Sipp bank account (!). You can’t make it up. I asked for confirmation they had everything they needed for the transaction, ‘we can’t do that for you today (Friday), we’ll do it on Monday’. And this is after two weeks of hassle. It’s now after 5pm on Monday and no written confirmation. I have no idea whether I will receive the funds. I can easily say I would not recommend @Sipp to anybody. Perhaps they are too small a company, charge too little, or do not have enough resources?

Very poor service. Most of the processes are manual and old. There are more process imporvements required

Please do not use this company for your pension, I have spent 10 months trying to move my investment portfolio to them, my instructions were very clear that I wanted to move the stock and not spend any time out the market, they indicated it would likely take between 2-6 weeks, 10 months later I have just found out some of my stocks have been liquidated and transferred as cash costing me around £15,000. The lack of customer service is appalling, they often do not reply to emails even when you ask clear and specific questions. They never apologise for anything and prefer to blame any other parties involved despite them being the administrator. I have had 10 months of hell trying to get them to do anything and eventually I find myself in the exact position I was trying to avoid despite being very clear about it from the outset (including the initial phone conversation with their sales team).I have asked them to copy me in on emails, keep me updated with a weekly email or call and I only ever had 1 call to tell me everything was progressing (which it obviously wasn't).So disappointed in this company and the service I have received.In summary AVOID, AVOID, AVOID.

So I am not alone. I too have had similar experiences to Daniel. I have been trying to move £481 cash left in a pension account when investments were sold and transferred to another provider. The cash first appeared in April 2012. As I had heard nothing from my initial enquiry to @Sipp, I eventually wrote to the MD on 25 June asking for his help.This prompted a formal complaint procedure to kick in (a default reaction). Seven weeks later my ‘complaint’ was not upheld, claiming that they failed, to get responses from the company managing the account, resulting in their emails left unanswered. Nobody from @Sipp kept me informed, explained the problem they were having or offered suggestions. So I took the initiative and contacted the company concerned and the transfer process was started before the end of August.This triggered off weeks of email tennis between @Sipp and the new provider, examples of which were, that it has been sent on 1st Sept; 'we are still looking for it'; discovering that the money was still with them on 29th Oct; promises to “sort it out” and a clear statement on 12/11 that it should be sent “sometime next week”. On the 19th Nov I wrote again to the MD (standards and behaviours come from the top sir) and was finally paid on the 24th Nov. Customer Service is non-existent, excuses abound, it’s never their fault, nobody takes responsibility, emails are sloppy and apologies are very rare. As a result, I wouldn’t trust them to do a good job or do what you asked for.They are guardians of our money, not having had to work for it, and treat you like rubbish. Expect to wait a long time from this shambles of an organisation that you would do well to avoid at all costs.