St. James's Place UK Plc · DRN-6208704

The complaint Mrs L complains about how St. James’s Place UK Plc (‘SJP’) provided information about her investments. What happened Mrs L invested into an SJP ISA in the tax year 2023/24. SJP sent her the investment certificate in April 2024, with a declaration page including the date 6th April 2023. In July 2024, Mrs L invested again into the ISA. In July 2025, Mrs L requested some information from SJP. This included fund factsheets for each of her holdings, confirmation of annual management charges, and confirmation of total expense ratio, platform fee, ongoing advice fees and any other charges. SJP replied by post about a week later. They enclosed a summary of charges paid and referred her to the website to obtain fund factsheets and other fund information. On 24th July 2025, Mrs L contacted SJP and raised a number of complaint points, including: • The charges summary didn’t include everything she had asked for. • She’d requested all the information to be sent in writing rather than to be referred to the website. • She hadn’t received an investment certificate for the July 2024 ISA investment. • Some documents weren’t available online. • The declaration on her April 2024 investment certificate stated 2023 not 2024. Mrs L also raised some further points which were referred to St. James’s Place Wealth Management Plc to consider. These form part of a separate complaint so I will not discuss them here. SJP sent Mrs L a final response in August 2025, upholding her complaint and offering £200 compensation for the distress and inconvenience caused. Mrs L says she didn’t receive this final response, but did notice a £200 credit from SJP in her bank account. She was unhappy that she hadn’t been given the opportunity to accept or decline this offer, and explained she wasn’t willing to accept it as full and final settlement. As Mrs L was unhappy with SJP’s response to her complaint, she referred it to our service where it was considered by an investigator. The investigator thought £200 was fair and reasonable compensation for the errors that SJP were responsible for. As Mrs L disagreed, the case has been passed to me. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. I understand Mrs L wanted the information she requested to be sent to her in writing, and

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that she received only part of what she asked for. I’ve seen the original request Mrs L made, which I believe was sent by secure message. This lists what she’d like provided but doesn’t specify that she wants this all printed out and posted to her. Mrs L clarifies this during her complaint phone call to SJP on 24th July 2025, which is after SJP had already sent her the initial response to her information request. In that initial response of 21st July 2025, SJP did point out that the fund information was available to view on its website. While this is factually correct, SJP have accepted it isn’t the level of customer service they aspire to. The final response of August 2025 confirmed that they had since provided the remaining fund information to Mrs L by post. It also confirmed that both the 2023/24 and 2024/25 investment certificates were now available for Mrs L to view online. Mrs L says she never received this final response letter. It appears it was sent via secure email message rather than in the post. SJP followed up by promptly posting it to Mrs L once she told them she had not seen it. SJP say they sent Mrs L her 2024/25 investment certificate on 11th July 2024, and provided a copy of the cover letter that was attached. Mrs L says she never received this, so SJP provided another copy alongside the final response in August 2025. Given SJP has evidence to show they previously issued the certificate in July 2024, I cannot say I’ve seen enough to be satisfied it was their fault this was not originally received by Mrs L. In relation to the 2023/24 investment certificate, SJP explained that it was correct for the date to be listed as April 2023 as that was the start of the tax year in which the ISA subscription had been made. So again, I cannot say SJP made an error here. I appreciate Mrs L experienced frustration and dissatisfaction with regards to this overall set of interactions with SJP. However, given the information I’ve been provided with, I cannot hold SJP accountable for all of this. Taking everything into account, I think £200 compensation is fair and reasonable to recognise the severity and impact of errors SJP were responsible for. My final decision St. James’s Place UK Plc has already made an offer of £200 compensation to settle this complaint, and I think this offer is fair in all the circumstances. I believe this compensation has already been credited to Mrs L account, but if this is not the case, then my decision is that St. James’s Place UK Plc should pay Mrs L £200 compensation. Under the rules of the Financial Ombudsman Service, I’m required to ask Mrs L to accept or reject my decision before 28 April 2026. Artemis Pantelides Ombudsman

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