[account approval]

On 27/03/2020 at 16:22, CharlotteIG said:

Thank you for letting me know. 

I will also put forward your email address. There's a whole team allocated to processing the applications at the moment due to high increase. I'm not sure on the approximate time but I will check and update. 

I will let them know about the message as I believe it is not appropriate with the situation at the moment. 

All the best, 

Stay safe 🙂 

Hi Charlotte,

So after your last reply something seemed to happen and my documents were approved, thanks. Since then my account is still pending activation. As mentioned by the many other forum posters, emails are ignored. I can't tolerate the stress of waiting in a telephone queue, so that's a no go for me at the moment.

Any chance you could give things another kick please?

I also note that the documents processing time message still hasn't been updated to reality. This falls into the category of working smart and not hard. If clients don't have the right expectations, then that causes more calls to support, which overloads the system, which results in delays, which results in IG not meeting expectations, rinse repeat.

Anyway, it would be much better to have an indication of how long an application takes before one signs up at all. At this stage in the chaos  it must be possible to make a good estimate.

Thanks, regards,

Arn.

[account approval]

2 hours ago, CharlotteIG said:

Thanks for your post, 

I have informed the account opening team to check your account. 

Please note, we've had a lot of new applications which is why the opening stage is taking longer than usual. 

Hi Charlotte,

I also have an account opening pending, so could you just clarify that there are folks actually processing applications at the moment and what is the approximate lead time?

Certainly the "upload your documents" dialog is unrealistic with the statement "we'll aim to complete our checks within a couple of hours".

Thanks and keep safe!