Mr & Mrs Brown first met with a St James’s Place adviser in 2016 and the following year were advised to invest into ISAs. Part of the agreement between the adviser and Mr & Mrs Brown was that in return for an Ongoing Advice Charge, they would receive a review of their personal and financial circumstances each year. However, following their investment the adviser did not keep in touch with them.

Alan saw our ad on the internet and contacted us asking if we could assist him regarding the charges they had been paying to St James’s Place. We reviewed the service the couple had received and it was clear they were paying for a service they had simply not received.

We sent our claim to St James’s Place explaining why Mr & Mrs Brown should receive a refund. After investigating the case St James’s Place agreed with our findings and paid them £964. This was a refund of the fees paid together with interest.