Not very customer friendly
On the positive side, I think the team is knowledgeable regarding finance, regarding property investment, and the combination of it, which is very helpful if you are active in this space. They have helped me in pointing out the possibility of making use of a specific tax benefit which had a positive impact. And in the end, the bookkeeping and year accounts have been finalised correctly.
I also see number of improvement areas.
Quite a few times I spotted mistakes in the bookkeeping. And then sometimes it was not solved after one feedback loop. There were even 6 iterations needed before the year accounts were finalized.
I wanted to close the year accounts as soon as possible, but it took five months after the year end, to finalise the year accounts, which I think was not very fast.
The organization is hard to reach, which was frustrating, especially if I would have an urgent quick question. If I would call, often nobody would pick up, or only somebody who was not able to help. Therefore email was the only communication left, even in rush situations. And if I would email, sometimes someone would respond the same day, but other times it would take days before I would get a response, or even a week.
And when I had a difficult situation and needed some extra support, I found the team quite unwilling/unflexible to help out, if it was slightly beyond their normal scope. In the end my other account ended up helping me regarding the LTD in JSMs scope.
For one particular matter, it was important to align a few numbers of the year accounts with a few numbers of the year accounts from my other LTD. The JSM team did not want to do any alignment; I had to align the documents myself, to make sure they would match. They did not match in first instance, and a number of iterations was needed. I did not experience this as great customer service.
When I shared my feedback with them, I did not get any response.