Empowering Clients With Invaluable Advice to Realise Bolder Ambitions
Organization Name: St. James's Place
Organization Description:
St. James's Place is one of the UK's largest, advice-led wealth management companies, responsible for advising >1million customers on their investments and all aspects of financial services through its Partnership - a network of over 4,600 qualified expert advisers.
Briefly describe the nominated organization: history and past performance (up to 1,250 characters):
When we founded St. James's Place (SJP) in 1992, it was with a promise to give clients the confidence to create the futures they want.
Fast-forward 30 years, and while growing to one of the country's largest wealth managers (one million clients/22 offices nationwide), that promise has never been more important. Clients face unprecedented challenges - from the cost-of-living crisis, longer lives, and increasing vulnerability, to turbulent financial markets.
To help them navigate these volatile times, we provide a holistic, end-to-end wealth management service, delivered through face-to-face advice from our Partnership - a nationwide network of highly-qualified advisers. With no 'typical' SJP client (ours range from teachers to bankers, infants to elderly, and those with complex and simple financial needs), we need to be meet the diverse needs of diverse clients at every life stage.
Consequently, the last year has seen us invest in innovative technology, training, and client/Partner engagement initiatives to meet clients' needs now and in the future. The impact of our investment has been unequivocal - client satisfaction hit 82% (outstripping sector norms), and funds under management hit a record high of >£200bn.
Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):
One-in-two UK adults lack confidence managing their money, one-in-three say their financial situation worries them*, and 38% of people risk below-minimum-level retirement living standards**.
As the UK's largest advice-led wealth manager, we have the responsibility and opportunity to confront this ticking financial (and societal) timebomb.
Consequently, we've realigned our service strategy to client outcomes (with senior sponsors for each outcome to give it real teeth), aiming to 'empower clients with invaluable advice to realise bolder ambitions'.
Delivered via our network of 4,600 qualified financial advisers ('Partners'), our holistic, innovative customer service strategy is helping our 1million diverse clients to secure their financial futures and realise their ambitions, through:
- Pioneering research/insight to understand barriers to financial wellbeing, including a unique 2,500-strong customer testing community and groundbreaking financial health report (Appendix-1).
- Sector-leading vulnerable customer (VC) support including AI to identify VCs and pioneering training (now shared with wider industry). Appendix-2.
- Multi-channel service including cutting-edge AI technology (Appendix-3).
- Financial wellness/education campaigns (Appendix-4).
- Sector-leading adviser training, including the sector's largest knowledge-sharing symposium (Appendix-5).
Consequently, client advocacy and retention have outstripped sector norms (next section).
*maps.org.uk
** Scottish Widows 2024 report
Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):
Outcomes are overseen by our new Client Outcomes Governance Committee and Client Outcomes working group, analysing/improving client outcomes. Latest results reveal:
Sector-beating results
- In 2025, our FUM retention rate was 95.3% (94.5% in 2024)* vs sector norm (78%).**
- Client advocacy is 79%* vs sector norm (+44%).***
- 82% overall customer satisfaction* vs sector average (73.5%).****
- 8.9/10 for satisfaction with SJP partners in our latest satisfaction survey (>61,000 clients).
- A 4.9/5 customer rating on VouchedFor.
- One-in-four consumers (25%) in our Real Life Advice Report survey say financial advice helps them feel less vulnerable.
Testimonials: Appendix-6.
Industry recognition
Our multiple wins in 2025 included the Financial Services Eagles Customer Relationship Excellence Award. Judges praised our '...exceptional efforts to humanise finance, elevate trust and set a new standard for long-term customer relationships.'
Record growth
More customers now entrust us with their savings/investments (a record 15% FUM increase to £212.4bn* Q3 2025 vs Q3 2024).
**https://explodingtopics.com/blog/customer-retention-rates#
****https://www.instituteofcustomerservice.com/product/ukcsi-services-jul-24/
Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):
Included in the attached PDF are:
- Appendix 1: Details of our pioneering research into the barriers to financial wellbeing.
- Appendix 2: Details of our sector-leading vulnerable customer (VC) strategy, including pioneering virtual reality training (consequently 80% of our advisers feel Confident/Very Confident in identifying VCs. 85% felt Confident/Very Confident in supporting them).
- Appendix 3: Details of our multi-channel service including AI-powered CRM system and digital client tools.
- Appendix 4: Details of our financial education and wellness campaigns, including our financial scam awareness campaigns, and podcast series designed to help people build financial resilience.
- Appendix 5: Innovative and extensive training for our advisers that is aligned to client outcomes. Consequently, 91% of advisers agree that the fair treatment of customers is central to our culture.