Mrs Oliver was unfortunately made redundant and received a modest lump sum. A meeting was arranged for her and her husband to meet with a St James’s Place adviser to discuss the options they had with their money. They were recommended to invest into ISAs and Unit Trusts.

Mr & Mrs Oliver saw our online ad and contacted us asking if we could assist, regarding the hefty charges they had paid to St James’s Place over the years. The agreement they signed meant that they would pay an annual Ongoing Advice Charge to their adviser in return for an annual review of their personal and financial circumstances.

We reviewed the service Mr & Mrs Oliver had received and they could not recall speaking to an adviser for several years. We sent our claim to St James’s Place explaining why Mr & Mrs Oliver should receive a refund as they were paying for a service they had clearly not received.

After investigating the case St James’s Place agreed with our findings and paid the couple a total of £2,381. This was because Mr & Mrs Oliver had not received reviews for 6 years between 2018 and 2023. The refund was made up of a refund of the charges paid plus interest.