Is anyone else frustrated by the almost nonexistent interaction from InvestEngine employees on this forum? It feels incredibly amateurish and does not inspire much confidence in the platform.
Most questions go completely unanswered, and when staff do respond, the information is often vague, incorrect, or outdated. It gives the impression that either they don’t take customer engagement seriously or they don’t have the resources (or knowledge) to properly support their users.
A forum like this should be a place for meaningful discussion with both users and company representatives, but instead, it just feels like we’re talking into the void. If InvestEngine wants to be taken seriously, they need to step up their communication and provide clear, accurate responses to their customers.
I was thinking to myself today just this - wondering how much time it would take out of a customer rep’s working day to monitor and reply to forum threads. I couldn’t make a case for it being a full time job, so I think it odds a shame there isn’t more interaction here, and more so that answers, when forthcoming, are so vague and without content as to be pointless.
If IE would like to pay me to fill in the gaps of their forum operation, I’d be more than to oblige!
Hi! Thank you for sharing your feedback with us. We understand how important it is to have clear and timely communication, especially in a forum setting.
We’re committed to improving customer engagement and providing accurate, helpful responses. We appreciate your thoughtful comments and will take them into account as we continue to enhance our support and communication efforts.
Your concerns are important to us, and we will make every effort to ensure that you and other users receive the attention and clarity you deserve. Thank you for your patience and understanding as we work to improve.
Hi @Sisaket - sorry to hear you feel this way. I’m aware you’re waiting for a specific ETF to be added, and I understand you’re frustrated that this hasn’t happened yet.
I’ve gone back to the investments team to see if there’s any update we can give you. As well as our customer service team, we have team members from across the company who read and engage on the forum. Often, action is being taken based on community comments behind the scenes, but as I’m sure you’ll appreciate we can’t always talk about what we’re doing publicly.
This is often true for ETF requests - our customer service team notes down all requests which are passed on to our investments team. We get a lot - some here, some directly, some on our other social media channels. It all goes into a document for consideration.
When questions are asked that I or the customer service team can’t answer, we pass them on to other team members who might be able to help. Sometimes they can, and we post the answer here, but sometimes it’s not something we’re able to provide an answer for, because it involves information we haven’t yet put out into the public domain, or for compliance or regulatory reasons.
I really hope this explanation helps - there’s a lot of great people genuinely doing their best to answer your questions. We’re all big fans of the community, and your thoughts and ideas are valued across the company. We’ll do our best to let you know more often!
@fionagraham I appreciate the detailed response and the transparency about how ETF requests are handled. It’s good to know that community feedback is being considered, even if the process isn’t always visible from the outside. That said, I think a bit more clarity on the decision-making criteria or timeline for adding new ETFs would go a long way in reducing frustration.
While I understand regulatory and compliance constraints, even a general update on how often these requests are reviewed or what factors influence approval would be really helpful. Thanks for taking the time to follow up with the investments team—I look forward to any update you can share.
@Abril Thanks for acknowledging the feedback—I appreciate that you’re looking to improve communication and engagement. Clear and timely updates really do make a difference, especially when users are waiting on important information.
It would be great to see more regular updates on ongoing requests, even if it’s just to say there’s no new development yet. That way, users feel heard and don’t have to keep chasing for answers. Looking forward to seeing how things improve—thanks again for taking this on board!