Positive Solutions has become the latest firm forced to repay commission by the Financial Ombudsman Service for not providing ongoing advice.
A FOS final decision from May ordered PosSol to repay commission after an adviser left the network and it did not continue offering advice.
In August, HSBC had to repay trail commission in full to a client after it did not provide ongoing pensions advice on request.
In February 2010, a PosSol adviser recommended Ms L use a Sipp held on a platform, with regular contributions and no lump-sum transfers.
He explained that his usual charge was £750 plus trail commission of 0.75 per cent a year and listed the services provided.
He then told Ms L his initial fees were more than expected and he could reduce the ongoing service charge to 0.5 per cent by using some of the initial commission to supplement the ongoing service.
In a subsequent email an illustration showed that commission of around £5,300 would be taken.
Ms L says the adviser told her he would provide an ongoing service for six or seven years.
The adviser left PosSol in July 2012. Ms L asked if she could receive ongoing advice from PosSol but was refused without further payment, so she complained.
PosSol rejected the complaint. It said there was an informal agreement for four years ongoing service covered by the initial commission and the ongoing service would only continue to be provided for free if Ms L kept up her contributions.
Ombudsman Roy Milne ordered a refund as he said the £5,300 commission paid by Ms L was much higher than the initial £750 charge and it was reasonable to expect six or seven years’ ongoing service.
He also ordered PosSol to pay £200 for stress and inconvenience caused to the complainant.
He wrote: “I uphold this complaint and direct Positive Solutions to refund the commission received less £750 and less 0.75 per cent of the plan value at year one and year two.
“Ms L has clearly been inconvenienced becauses she has not had access to advice and has paid for a service she has not received.”
PosSol was unavailable for comment.