Investment Platform

A business must distinguish between avoidable and unavoidable delays in processing withdrawals, and must pay 8% simple interest per annum for periods where a consumer is deprived of funds due to delays within the business's control.

A consumer must demonstrate they have suffered a genuine loss to a fraud or scam before an ombudsman can fairly consider whether a bank is responsible for that loss.

A company acts fairly if it sends proper notice of required actions by the required deadline, even if the recipient does not receive or recall receiving the notice.

A bank is not required to refund a customer's losses from an investment scam if the customer's own negligence and disregard for fraud warnings meant that additional bank interventions would not have prevented the loss.

Consumers are liable for authorised payments, but EMIs must balance fraud prevention with minimising legitimate payment disruption, and cannot be reasonably expected to prevent losses when the customer provides misleading information about

Liability for authorised payments rests with the payer even when duped, unless the payment service provider failed to identify suspicious activity warranting intervention.

A financial institution may register a Cifas marker for misuse of facility where there are reasonable grounds to believe fraud has occurred and appropriate attempts to contact the account holder about suspicious transactions have been made.

A bank must exercise reasonable skill and care to identify potential fraud risks and intervene appropriately, even when a customer has authorized a payment.

A bank is liable for authorised payments only where it should not have taken the customer's instruction at face value based on wider circumstances and fraud risk, but transactions within normal account patterns do not trigger this duty.

A stockbroking platform has no obligation to reimburse customers for losses sustained through market manipulation scams when the customer has accepted responsibility for all trades under the platform's terms and conditions.

A Payment Services Provider must intervene to prevent payments where it has reasonable concerns about financial harm, particularly for substantial cryptocurrency transfers, but cannot be held liable if the consumer misrepresents the purpose

A bank is not automatically liable for losses from fraud/scams; it must be shown the bank failed to prevent payments it reasonably should have prevented or hindered recovery.

A bank is not liable for losses from authorised payments made to a scam unless it should reasonably have intervened based on fraud prevention duties.

A CFD trading platform must maintain reasonably robust systems to allow customers to deposit funds easily and quickly in order to conduct business with due skill, care and diligence.

Payment Service Providers must reimburse Authorised Push Payment scam victims under the FPS Reimbursement Rules unless an exception applies, such as the Consumer Standard of Caution Exception where the consumer failed with gross negligence

An investment platform is not required to offer a cashless option for rights issues and must provide notice within a reasonable timeframe, which is typically within days of receiving the information from the custodian.

A payment service provider should intervene in suspicious transactions and provide warnings, but is not liable for losses if the customer ignores warnings and provides misleading information during intervention calls.

A financial services provider is not obligated to provide real-time pop-up warnings before transactions that result in loss of ISA tax benefits, provided adequate information is available in statements and public materials.

A platform must provide clear, fair and sufficiently prominent information about FX fees, but this can be satisfied through pre-trade preview screens showing indicative rates and the ability to access detailed fee information before executi

A platform operator may apply security measures consistently to all customers and cannot maintain special arrangements without the explicit consent of the relevant trustee client.