Janus Henderson: most-reported complaints
- Complaints in recent reviews
- 53% of 101 recent reviews analysed
- Most-reported issue
- Support unhelpful 52% of complaints
- Company replies
- 100% of negative reviews, typically within 1 days
- TrustScore
- 3.3 from 118 total reviews
- Review window analysed
- 2022-06-10 to 2026-10-07 101 reviews
- Sector
- Other sectors
Automated analysis of 101 public Trustpilot reviews published 2022-06-10 to 2026-10-07. TrustScore 3.3 from 118 total reviews — see the Trustpilot page. Quick answer: is Janus Henderson legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, citing 28 instances out of 54 identified complaints. Issues with accounts or apps were the second most frequent concern, with 18 reports, while support being unreachable was mentioned in 15 cases. A smaller number of reviews, totaling 7, fell under other categories. Trends for support unhelpful and support unreachable remain flat, while account problems are falling and other issues are rising.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
What are the most common complaints about Janus Henderson?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Support unhelpful | 52% | 28 | steady | |
| Account/app problems | 33% | 18 | falling | |
| Support unreachable | 28% | 15 | steady | |
| Other | 13% | 7 | rising since 2025-08 | |
| Refunds delayed | 13% | 7 | steady |
Support unhelpful
28 reports · 52% of complaints“they will not release his investment money which would allow us to distribute his will.”
2 readers marked this review helpful on Trustpilot.
“every excuse made to delay. 4 weeks 2 days and still have not received my money.”
1 reader marked this review helpful on Trustpilot.
“When you call to inquire about anything, you will be put on hold for long periods of time”
The company replied on 2025-08-12: “Hi Douglas, I am sorry to read about your experience with our customer service. I have reached out to gather more information so that I can identify your account and address the issues you have…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Account/app problems
18 reports · 33% of complaints“nobody answers the phone or emails”
The company replied on 2023-12-11: “Hi A Casserley, I have reached out to you for additional information so I can investigate and resolve this issue for you. I am extremely concerned to read your above comments, this falls far short of…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Daily calls to customer service and still he waits”
The company replied on 2024-01-24: “Hi Katherine, I'm so sorry to hear about the difficulties you've been experiencing with closing your Janus Henderson UK account. I have reached out to you via Trustpilot to obtain further contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“the new Janus Henderson system will not accept my bank details neither will their help desk”
The company replied on 2023-11-27: “Good Morning Mr Pringle, I am very sorry to read the above, this falls far short of the client service we expect all of our clients to receive at Janus Henderson Investors. I have sent you a request…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
15 reports · 28% of complaints“nobody answers the phone or emails”
The company replied on 2023-12-11: “Hi A Casserley, I have reached out to you for additional information so I can investigate and resolve this issue for you. I am extremely concerned to read your above comments, this falls far short of…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Wrote emails 3 times to “support” and got no replies.”
2 readers marked this review helpful on Trustpilot.
“Daily calls to customer service and still he waits”
The company replied on 2024-01-24: “Hi Katherine, I'm so sorry to hear about the difficulties you've been experiencing with closing your Janus Henderson UK account. I have reached out to you via Trustpilot to obtain further contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Other
7 reports · 13% of complaints“share holders that stayed loyal lost over 10% of their money rather than the ones that cashed out”
The company replied on 2024-02-07: “Hi Andy, I am sorry to hear that you feel you were negatively impacted by the merger. I have reached out to you via Trustpilot to obtain further contact details so I can discuss this directly with…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I have now waited three weeks for a settlement which they promised "within 4 days"”
The company replied on 2024-02-20: “Good afternoon Tony. I have reached out to you for additional information to allow me to investigate this issue for you. In the meantime, I have located your account and I am now working with our…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Their documentation requirements (to show who you are and where money should be paid) are simply out of control”
The company replied on 2026-09-30: “Hi, we’re sorry to hear about your experience and the concerns you’ve raised regarding the redemption process and our documentation requirements. We have contacted you via Trustpilot's secure…”
Our classifier read this reply as a template response.
Refunds delayed
7 reports · 13% of complaints“they will not release his investment money which would allow us to distribute his will.”
2 readers marked this review helpful on Trustpilot.
“every excuse made to delay. 4 weeks 2 days and still have not received my money.”
1 reader marked this review helpful on Trustpilot.
“I have been told 3 times on separate occasions The Resolution Team will call, in 5 days, then 8 days and now 10 days”
The company replied on 2024-11-01: “Morning Roy, until recently, our process for identifying deceased clients relied on notifications from Executors or next of kin. To enhance this process and help reunite clients with unclaimed funds,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
How to reach Janus Henderson
These are the contact details Janus Henderson publishes on its Trustpilot profile, as of our last check on 2026-11-10 — phone 0800832832, email [email protected], address Bishopsgate 201, London, EC2M 3AB, GB.
The company claimed its Trustpilot profile on 2023-11-27 and last replied to a negative review on 2026-10-08. We last checked this profile on 2026-11-10 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: JANUS HENDERSON UK (HOLDINGS) LIMITED (no. 02072534), active, incorporated 1986 (39.9 years); next accounts due 2027-09-30, last accounts filed 2026-07-14. 5 current officers (66 on record historically), 2 resignations in the last 24 months; 8 filings in the last 12 months (591 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-11-11.
Forum footprint: 26 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Can't transfer out ISA due to failed eID&V”, “Janus Henderson Investors - "re-connecting"”, “Janus Henderson isa”.
Elsewhere: 3.5★ on Google (19 reviews, as of November 2026)
Severity: 37% of this company’s 54 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (53 reviews record both dates).
Measured reply time: across 50 negative reviews that received a public reply, the median wait was 1 days — the company profile reports an average of 1 days.
Reply quality: of 50 company replies to negative reviews analysed, 42% engaged with the specific problem and 58% were generic templates.
Sector benchmark: support unhelpful makes up 52% of this company’s complaints vs a 28% median across 384 ranked companies in its sector.
Review velocity: 37 of this company’s 118 Trustpilot reviews (31%) were written in the last 12 months.
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See all companies by issue: Support unhelpful · Account/app problems · Support unreachable · Refunds delayed · Sector table: Other sectors in the UK
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-10-08.