In 2016 John commenced a pension with St James’s Place (SJP) following a financial review with his adviser. The agreement John signed with SJP meant that John would have to pay an annual fee to them. In return he would receive a financial review each year to update his personal and financial circumstances and ensure any previous recommendations remained suitable, taking into account any changes.

John saw our ad on Facebook, completed a short form and contacted us asking if we could help. We reviewed the service he was given and concluded that he had not received the level of service he had been paying for. Although he received reviews in the first few years he had not received a full review in either 2019 and 2020.

We sent our claim to SJP explaining why John should receive a refund of the charges he had paid for the years he did not receive a review. After investigating the case SJP agreed with our findings and paid him £1,007. This covered a refund of the fees he had paid with additional interest.