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Paying Ongoing Advice Fees but Getting No Service
Financial advisers can charge ongoing fees for ongoing advice and services. If you paid for services you did not receive, the FCA says firms will need to put that right. Complain to the firm first, then to the free Financial Ombudsman Service. You do not need a claims company.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Ongoing Advice
What the FCA Found
Advisers can charge clients for ongoing advice and related services. In an FCA review of 22 large firms, suitability reviews were delivered in around 83% of cases. Firms should check whether they met their obligations and remedy any failures; where services were not provided, firms will need to put that right. If you think you did not receive the services in your contract, complain to the firm, then the Financial Ombudsman. You do not need a claims management company. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksFirm answers your complaintThen the Financial Ombudsman
Steps to Take
Step 1 of 5
Find your client agreement and what the ongoing fee covers.
Step 2 of 5
Check your statements for fees taken.
Step 3 of 5
List the reviews or contact you actually had.
Step 4 of 5
Complain to the firm and ask for fees refunded for services not given.
Step 5 of 5
After 8 weeks, go to the Financial Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Adviser's Complaints Team
Always start here.
Financial Ombudsman Service
Free, after 8 weeks or a final response.
Good to Know
Small things that make your complaint stronger.
You can cancel ongoing advice if you no longer want it.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- fca.org.uk/news/press-releases/fca-finds-vast-majority-ongoing-suitability-reviews-delivered Checked 13 October 2026
- financial-ombudsman.org.uk Checked 8 October 2026