Not upheld: Service failures generally complaint against St. James's Place Wealth Management Plc

Decision detail

Summary

Mrs X complained that her SJP adviser disclosed confidential information to her former husband between 2005-2018 and that SJP provided poor service when she requested to change advisers in 2018. She first complained to SJP in 2018, which rejected the complaint, and again in 2019, when SJP offered £250 compensation for the adviser change process. Mrs X referred the complaint to FOS in 2025. The ombudsman found the complaint about disclosure not upheld due to lack of evidence and considered SJP's £250 offer for the adviser change process fair and reasonable, as there was no evidence of significant delay or unnecessary difficulty.

The Ombudsman's reasoning

The ombudsman found that Mrs X's complaint about unauthorised disclosure could not be upheld because she provided only her testimony without documentary evidence, and SJP could not locate any evidence of wrongdoing. Regarding the adviser change process, while acknowledging Mrs X's discomfort, the ombudsman found no evidence of unreasonable delay or SJP making the situation unnecessarily difficult. The ombudsman considered SJP's offer of £250 fair compensation for any inconvenience caused.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website