SJP How to make a complaint
We understand that things sometimes go wrong and when they do, we’re here to help. If you need to make a complaint, we will offer you a process to have an honest dialogue, we promise to listen and give you the time you need to explain your concerns, without charge.
To do this, we need your help. Depending on the type of problem you have, you might be angry, worried, or confused and we understand the frustration and distress this can cause. We will do our best to investigate your concerns as quickly as we can but please be patient, it can take time to look into things properly.
Claims Management Companies and law firms advertise their services and can raise a complaint on your behalf – they often simply take your information and pass it to SJP to investigate. They might not charge for this at the point of making the complaint, but they may take up to 30% in fees from any compensation that you are offered. You do not have to use a Claims Management Company or law firm if you have a complaint about SJP – you can contact us direct and receive the total amount of any compensation.
How will my complaint be dealt with?
- We will talk to you about your complaint if we need more clarity or additional information.
- We will acknowledge your complaint within a reasonable timeframe.
- We will investigate your complaint to the best of our ability. This will include reviewing all related documents, obtaining the recollections of those involved and considering what would seem reasonable, given all we can see.
- If it’s necessary to contact other companies, we will ask you to sign an authority that will allow us to request information on your behalf. This information will only ever be used to assist with the investigation of your complaint.
- We will keep you informed as our enquiries progress. If we have been unable to conclude matters within four weeks, we will write to update you.
- We aim to conclude your complaint within eight weeks. Our final decision will confirm the outcome of our findings and if your complaint is upheld, it will confirm the steps we will take to put things right. If we are unable to uphold your complaint, our letter will explain why and the steps you can take if you don’t agree with our findings.
- If we can’t resolve things within eight weeks, we will let you know why and explain how much longer we think we will need.
- If you’re not happy with our final response, or we have been unable to provide it within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
- The FOS offer an independent and free service and can be contacted in the following ways:
- By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- By telephone: 0800 023 4567
- By email: [email protected]
- By website: www.financial-ombudsman.org.uk
We appreciate, at times, that resolving your concerns can be distressing and frustrating for you. However, there is an expectation that all parties will conduct themselves in an appropriate manner. With that in mind, please click here to read our unreasonable behaviour policy, setting out what types of behaviour might be considered inappropriate and the actions we may take as a result.
Who should I contact?
If your complaint is about the advice or service provided by an SJP Partner, or their behaviour while representing SJP, you can contact us by completing and submitting the online form provided below.
Making our process easier for you as well as dealing with your complaint quickly, is at the heart of what we do. We understand that making a complaint can be difficult for you, so to make this journey as easy as possible, we have created an online form to start the process.
The form is simple to access and use. You can access it wherever you are, on any preferable device. For your convenience, using this online form is the quickest and easiest way to complain to us.
All information you provide will be used for the purpose of addressing your complaint, so please provide as much detail as possible.
If you are unable to use our online form, you can contact us in the following ways:
- You can send an email at any time to [email protected]
- You can write to us at: Client Liaison Team, St. James’s Place, 1 Tetbury Road, Cirencester, Gloucester GL7 1FP
- You can call us on 01285 878 201, between 9am and 5pm, Monday to Friday
- If you have an existing complaint and if possible, please include your RSP complaint reference number in any correspondence to us
If your complaint is about the administration of a Unit Trust, ISA, Bond or Retirement Account, you can contact us in the following ways:
- You can send an email at any time to [email protected]
- You can write to us at: St. James's Place, PO Box 9034, Chelmsford, Essex, CM99 2XA
- You can call us on 0800 027 1031, between 8am and 6pm, Monday to Friday
If your complaint is about the administration of an offshore investment, you can contact us in the following ways:
- You can send an email at any time to [email protected]
- You can write to us at: St. James's Place International, Montague House, Adelaide Road, Dublin 2, Ireland
- You can call us on 00353 1 4765340 between 8.30am and 6pm Monday to Friday
What to do if you are unable to raise your complaint yourself:
If you’re not able to raise your complaint yourself, you may ask a friend or representative to raise it on your behalf, we will ask them to provide an authority, signed by you, confirming you are happy for us to release our findings to them.
Claims Management Firms advertise their services and will raise a complaint on your behalf. There is no charge for this, but they will take a fee from any compensation that you are offered. You do not have to use a Claims Management Company if you have a complaint about SJP – you can talk to us direct - our service is free.
Historic servicing review
We recently announced that we’ll be conducting a review of historic servicing. In this, we’ll be actively reviewing our records to ensure clients received the services from their adviser that they paid for. If you are visiting this page in relation to the historic review, please submit this form to register your interest.
If you have any questions, please contact us:
By email: [email protected]
By telephone: 01285 878201
Regulatory Complaints Data:
In line with the Financial Conduct Authority’s requirements, the following link shows the number of complaints we received and closed from 1 July to 31 December 2024 and provides some context for the data.
