St James’s Place Compensation:
Make A Claim For Advice You Didn't Receive

The circumstances of each case are different, but our general St James’s Place refund claims process is as follows:

Step 1 – You will provide us with the necessary details we need to determine whether you have a valid complaint for the overcharging of advice fees by SJP. If having reviewed that information, we are happy to go ahead and investigate your case, we will securely send you our online agreement via e-sign for you to review, sign and return.

Step 2 – Based on the information provided and using our technical knowledge and expertise of these cases, our team will draft the complaint and send to SJP.  We will decide whether it is necessary to obtain your file or other details from SJP and, if so, we will send SJP a data subject access request.

Step 3 – Upon receiving a response from SJP, we will advise you on the next course of action, including whether any offer made is reasonable and should be accepted – if we advise that you should not accept the offer, we will give our reasons why. We will then prepare your case for submission to the Financial Ombudsman Service (FOS).

To start your St James’s Place refund claim we will need:

• Up to date ID
• Up to date proof of address
• The name of the individual adviser you’ve dealt with
• Reference numbers for all the products you hold with SJP

We will prepare all of your documents, do the chasing on your behalf and advise you if and why any settlement offer is reasonable, paying regard to particular circumstances of the case.

Depending on what we find following our investigations and where relevant we may recommend further complaints are pursued against SJP.

The value of your claim will depend on what products you have with SJP, the value of your funds, what you have been charged and how many missed annual reviews you have had. Each case is unique and our specialist team will ensure that we aim to recover what you are rightfully owed.

Depending on the circumstances of your case (and due to a wide range of factors outside of our control) the time it takes to complete a refund claim can vary from weeks up to several months.

The timescales also depend on whether we recommend your claim is escalated to the Financial Ombudsman Service. As your case progresses, we will aim to give you as much information as possible about the likely timescales.

We offer a free, no-obligation assessment of your case and will make a decision on whether or not to pursue your claim. If we take on your case, we operate on a ‘no win, no fee’ basis, meaning you do not pay us anything if your St James’s Place refund claim is unsuccessful. If we win your case, what we will charge you will depend on the amount of compensation you receive.

Our costs are governed by the Solicitors Regulation Authority. More details of which can be provided to you before you decide if you wish to proceed with a claim.

If your claim is rejected by SJP, we will advise you whether we have grounds to escalate your complaint to the Financial Ombudsman Service (FOS).

Even if your complaint is rejected at the first stage of the FOS process, we may still consider appealing that decision to the final stage of the Ombudsman process.

We have rigorous case management systems in place ensuring that your claim is proactively progressed at every stage and that you are kept fully up to date in jargon free, plain English.

Making a claim against any adviser should not affect either your relationship with them or your investments under management.

Our robust case management systems ensure that you will be kept fully up to date on all the key stages of your case. You will be allocated a dedicated case handler whom you can contact at any time with issues, concerns, or if you need any clarification about the refund claim process.