Billed for a meeting I never had

D.C. writes: I asked the stockbroker Tilney to transfer my and my wife’s Sipp and Isas to Hargreaves Lansdown. Tilney was very slow in carrying out the transfer, and charged me for a meeting with their financial planner. However, I actually stopped paying this fee in 2017 as I had not had any such meeting in over a year.

IT IS easy for customers to sign up to a regular charge with any firm, and for the firm to keep collecting it even if circumstances change. Tilney admitted to me you were due a refund, saying: ‘Due to a series of illnesses with some of our employees, the refund of Mr C’s fees has not been actioned.’

As well as apologising, the brokers have credited your account with £660 in fees, £33 in interest, and £100 to make up for the inconvenience.