In 2015 Mr & Mrs Lewis moved some of their ISA investments over to St James’s Place (SJP) following a financial review with their adviser. The agreement Mr & Mrs Lewis signed with SJP meant that they would have to pay an annual fee to them. In return they would receive a financial review each year to update their personal and financial circumstances and ensure any previous recommendations remained suitable, taking into account any changes.

Mr Lewis saw our ad on Facebook, completed a short form and contacted us asking if we could help. We reviewed the service they were given and concluded that they had not received the level of service they had been paying for. Although they received reviews across some years they had not received a full review in either 2016 or 2018.

We sent our claim to SJP explaining why Mr & Mrs Lewis should receive a refund of the charges they had paid for the years they did not receive a review. After investigating the case SJP agreed with our findings and paid Mr & Mrs Lewis £1,578. This covered a refund of the fees thay had paid with additional interest.