It also said he should be reimbursed the platform fees for the same period.
A spokesperson for James Hay said: “We have fully co-operated with the Ombudsman and accept that, in relation to this customer, we fell short of what was required.
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"James Hay upheld the original complaint but was unable to agree a resolution with the customer in a timely manner. We apologise for any distress caused to the customer.”
tara.o'connor@ft.com
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