I'm looking for some advice about the best way to make a complaint about/to St James Place.
I look after a Trust for a family member who inherited money that she cannot have until she is older. It is invested with St James Place.
From start to finish, the way the company have handled the Trust has been appalling. At every turn they mess up, make mistakes, do not communicate and do not appear to have the paperwork right.
I think the final, final straw is what's happening now. I asked if the trust fund could be released to my niece a year early (cost of living and she has a baby now) and they asked me to send over the Trust Deeds so they could check. I have never had a Trust Deed, never seen it and had no idea that it should have been done. They have said I should make a complaint to SJP head office and if it's upheld, they will pay for a solicitor to draft the deed. If not, I'm liable.
This is just one in a long line of mistakes. I honestly don't know where to begin.
My account manager says I should complain to SJP.
I was wondering about complaining to the FSA.
I've never managed a trust before and I did put myself in what I thought was their capable hands.
How to move forward from here? What is the best way to make a complaint and to who? Them or the FSA? I'd love to hear your thoughts.
