Investment Administration

A financial services firm must pay agreed settlement compensation without unreasonable delay and cannot withhold payment without legitimate reason.

A firm must provide customers with sufficient information to make informed decisions and act in their best interests when executing corporate actions affecting investments.

A firm must clearly disclose when providing an encashment valuation that suspended funds included in the valuation will not be received on encashment.

A CFD provider must provide clients with adequate pre-event information about corporate actions and communicate transparently when initial calculations are provisional or estimated.

A spread betting firm must treat a customer fairly and cannot impose professional client status without ensuring the customer receives appropriate protections and understands the material differences in regulatory safeguards.

A financial services firm may close positions in sanctioned assets at zero value in accordance with its customer agreement terms, provided it communicates this decision clearly and reinstates positions where possible in a separate account.

A financial services provider must provide clear reasons when closing customer positions and accounts, and closure decisions must be fair and reasonable given the circumstances.

A firm is not required to take proactive steps to trace account holders marked as 'gone away' beyond standard communication attempts, though it must act fairly in providing available information and fair compensation for loss of use of fund

A nominee stockbroker must proactively communicate corporate actions to clients, particularly where shares face delisting, and should seek instructions or take protective action to prevent total loss of value.

A financial services firm is responsible for ensuring its app functions reliably to allow consumers to execute trades when funds are available, and must compensate for losses caused by app delays that prevent timely investment.

A financial services provider must reasonably assist customers in accessing information held in their account when requested, even if the provider doesn't offer the underlying service.

A firm must communicate important changes to investment holdings in accordance with the terms of the account, and where the communication method deviates from contractual terms, the firm should compensate for resulting distress and inconven

A platform must take all reasonable steps to collect and credit non-monetary benefits due to customers under corporate actions, even if the assets fall outside its usual operational scope.

A financial services provider is responsible for delays in portfolio transfers within its control, but not for consumer investment decisions made during the delay period.

A discretionary investment manager must obtain explicit consent from the account holder before changing their risk profile, and cannot rely on authority from a spouse without third-party authorization.

A firm may terminate a client account in accordance with its terms and regulatory obligations, and is not liable for trading losses resulting from account restrictions where the consumer could not demonstrate the losses would have been avoi

A provider must complete investment transfer processes with reasonable efficiency to avoid causing avoidable delay and additional costs to the customer.

A share scheme administrator's exercise of commercial discretion to stagger large share sales to manage market impact is fair and reasonable where permitted by scheme terms, even if it results in lower net proceeds for the seller.

Financial firms must balance their legal and regulatory obligations to prevent financial crime and protect customers from financial harm with their duty to provide reasonable service and support to vulnerable customers.

A financial services provider must handle client complaints professionally and acknowledge service failures, with compensation offered for breaches of confidentiality and unprofessional conduct.

A trustee as the legal owner of assets held in trust has the authority to give surrender instructions to an insurer without requiring consent from the settlor or other non-trustee parties.

A firm acquiring clients from another must obtain the client's explicit agreement before providing and charging for ongoing services, and must communicate information about fees and services clearly to the client.

A firm must not send erroneous correspondence about products and valuations, and compensation for distress and inconvenience should reflect the impact of misinformation rather than financial loss.

Investment firms must provide clear disclosure of all costs and charges before executing trades so customers can make fully informed investment decisions.

A firm may fairly suspend a property fund in investors' interests where the suspension is contractually permitted, communicated transparently, and the firm applies discretion reasonably when circumstances warrant.

A financial services firm must communicate clearly and fairly when reversing dividend payments, particularly when the customer has been caused distress, and should act promptly to correct administrative errors by its custodian.

A financial services firm must act in a client's best interests and provide adequate notice of corporate actions that may have tax implications, even where terms permit action without prior notification.

A financial services provider must maintain accurate records of policy assignments and communicate them to relevant parties to ensure clients can properly manage their investments and tax planning.

A financial services firm must respond promptly and proactively to identify customers with disabilities and provide reasonable adjustments without requiring them to repeatedly specify their needs.

A peer-to-peer lending platform may temporarily modify withdrawal systems during abnormal market conditions if the original terms and conditions contained appropriate caveats about normal market conditions.

A firm may close all open positions during a margin call if its terms and conditions clearly permit it and the action is applied fairly to the customer's circumstances.

A firm is not responsible for postal delays when providing a courtesy prepaid envelope without a formal service level agreement, and 'priority' labeling does not guarantee next-day delivery.

A firm's obligation to restrict access to high-risk leveraged products following disclosure of potential gambling problems applies to direct leverage provision (CFDs and spread bets) but not to complex products with built-in leverage charac

An execution-only spread betting platform is not obliged to delay automatic position closure to allow time for a client to deposit funds, where the closure is in accordance with agreed terms.

A firm is not required to verify a customer's stated income and savings figures, and changes in trading behaviour that remain within those stated parameters do not automatically trigger a duty to intervene on vulnerability grounds.

Execution-only platforms are not required to provide warnings about corporate actions or upcoming delistings when processing share purchases, as clients bear responsibility for their own investment research.

A firm must disclose its fee structure clearly, but applying fees on top of the stated trade value, which may push the total above a higher fee threshold, is fair if disclosed and the firm reasonably interprets the customer's instruction ba

Complaints about missed investment reviews must be brought within six years of the date the adviser should have conducted the review, or within three years of when the consumer knew or should have known a review was missed.

A firm must put a consumer back in the position they would have been in but for the error, with fair consideration of any mitigating actions the consumer took that reduced the impact of the error.

The fund's board of directors, not the AIFM, had sole discretion under the prospectus to decide whether to apply for withholding tax rebates.

A firm may terminate a customer's account in accordance with its terms and conditions, provided it has reasonable grounds and follows proper procedures.

A firm adequately discloses fees for international payments if it provides warning notices about potential charges, even if the specific amounts cannot be determined in advance.

Firms are excluded from liability for operational platform failures when alternative means of managing positions are available and contract terms permit such exclusion.

A discretionary investment manager must manage a portfolio in accordance with the client's documented investment objectives and agreed mandate, exercising reasonable care and skill.

A platform operator is not responsible for losses arising from a user's failure to read clear written instructions requiring action, even if subsequent system actions create ambiguity.

A financial services provider must give clear, fair and not-misleading information about its services, but information can be presented across multiple documents provided the consumer had access to all relevant materials.

A firm may process a surrender instruction from an appointed trustee if the firm is not aware of a change in trustee and the instruction is also signed by the original account holders.

A firm providing execution-only share dealing services has no legal or regulatory obligation to offer stop-loss facilities, and disclosure of limitations in terms and conditions satisfies fair treatment requirements.

A financial business cannot disclaim all responsibility for third-party data displayed on its own website, but must exercise due skill and care and ensure communications are fair, clear and not misleading.

Terms and Conditions of an account override general Help Centre guidance, and a business may close positions simultaneously rather than sequentially where the contract permits.

A firm must conduct meaningful suitability reviews to justify ongoing advice charges, and should cease charging if clients persistently decline engagement despite reasonable attempts to contact them.

An operator of an unregulated collective investment scheme has a duty to act in the best interests of the partnership, but the extent of that duty is limited by the contractual documentation governing their role.

An operator of an unregulated collective investment scheme must properly supervise delegated functions and manage conflicts of interest in fulfilling contractual duties to act in the best interests of the partnership.

Death benefits under an investment bond policy should be calculated using the unit price at the date of death, not the date the claim is received, as specified in the policy terms.