In 2018 Caroline commenced ISA investments with St James’s Place (SJP) following a financial review with her adviser and she invested more the following year. The agreement Caroline signed with SJP meant that she would have to pay an annual fee to them. In return she would receive a financial review each year to update her personal and financial circumstances and ensure any previous recommendations remained suitable, taking into account any changes.

Caroline saw our ad on Facebook, completed a short form and contacted us asking if we could help. We reviewed the service she was given and concluded that she had not received the level of service sshe had been paying for. Although he received reviews in the first few years she had not received a full review in either 2020 or 2022.

We sent our claim to SJP explaining why Caroline should receive a refund of the charges she had paid for the years she did not receive a review. After investigating the case SJP agreed with our findings and paid her £576. This covered a refund of the fees she had paid with additional interest.