Andy first met with a St James’s Place adviser in 2013 as he was advised to transfer his Prudential pension to St James’s Place. Part of the agreement between the adviser and Andy was that in return for an Ongoing Advice Charge, he would receive a review of his personal and financial circumstances each year. However, following Andy’s pension transfer the adviser did not always complete annual reviews with him.

Andy saw our ad on Facebook and contacted us asking if we could assist him regarding the charges he had been paying to St James’s Place. We reviewed the service he had received and it was clear that for numerous years he was paying for a service he had simply not received.

We sent our claim to St James’s Place explaining why Andy should receive a refund. After investigating the case St James’s Place agreed with our findings, as between 2013 and 2022 he had only received a review twice. They refunded the charges he had paid plus interest, totalling £1062.