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SVS Securities - shut down?

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  • eskbanker
    eskbanker Posts: 37,282 Forumite
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    RasputinB said:

    More Ombudsman Decisions have been added to the FOS web site.

    For DRN-3842958 £700 was awarded to recognise the distress and inconvenience caused when handling an ISA transfer and closure request.

    My suspicion is that as the FOS eventually realised the depth of the problems with ITI (and became frustrated themselves by the lack, or tardiness, of ITI’s responses) they have started to award more realistic amounts.

    If so, the process has not been fair for earlier claimants.

    Not sure that the latest DRN really supports that conclusion, in that the circumstances appear to be particularly trying - one aspect that I don't recall seeing previously was a £33K cash sum 'going missing' for six weeks in between ITI and a receiving provider, which understandably caused significantly more D&I than the more typical processing delays seen in other cases.

    This complaint also entails concern about the protracted ITI account closure, which FOS appears to have considered significant, and they also seem to believe that the complainant's age was relevant!
    And I also recognise that at the time of instructing the transfer, Mr T was over 80.
    Having said that, I'm not claiming that FOS are always entirely consistent, but simply that I don't see this one case as signifying a trend of more generous settlements than earlier comparable ones, do you have specific previous ones in mind that are sufficiently similar but with lower D&I compensation?

    Presumably they felt that this case warranted inclusion in the middle tier of their D&I scale rather than the bottom one, but assessments against these categorisations do seem open to a fair amount of subjectivity:

    An award

    ...of up to £300

    If an error has caused the consumer more than the levels of frustration and annoyance you might reasonably expect from day-to-day life, and the impact has been more than just minimal, then an apology won’t be enough to remedy the mistake.

    An award between £100 and £300 might be fair where there have been repeated small errors, or a larger single mistake, requiring a reasonable effort to sort out. These typically result in an impact that lasts a few days, or even weeks, and cause either some distress, inconvenience, disappointment or loss of expectation.

    [...]

    An award

    ...of up to £750

    An award of over £300 and up to around £750 might be fair where the impact of a mistake has caused considerable distress, upset and worry – and/or significant inconvenience and disruption that needs a lot of extra effort to sort out. Typically, the impact lasts over many weeks or months, but it could also be fair to award in this range if a mistake has a serious short-term impact.

  • RasputinB
    RasputinB Posts: 317 Forumite
    Third Anniversary 100 Posts Name Dropper
    If I find time on my hands I may analyse the decisions to see how the D&I amounts have increased.
    But I think that most of us have now moved on from SVS and ITI so probably not much value in doing so.
    I'd also comment that it looks to me that most of the ones who pushed all the way to an actual Ombudsman Decision aren't amongst the ones who have commented on this forum.
  • johnburman
    johnburman Posts: 727 Forumite
    Part of the Furniture 500 Posts
    As ever the discussion on FOS compensation is interesting

    The amounts awarded for the delay etc. are modest, but the FOS does seem to be appreciating this and generally they have been getting bigger....they are still too small in my view.

    But if you look at the TOTAL number of complaints against ITI they number 50; with 46 being upheld.

    Yes, 4 were not but that these were old and on specific facts to do with discretionary services.

    So the success rate against ITI is phenomenally high.

    As I suggested in earlier posts all customers who have suffered delays or inconvenience caused by ITI should COMPLAIN TO THE FOS.  You have nothing to lose and several hundred pounds (per account or person) to gain PLUS any cash you have actually lost.

    The more interesting question is that for a small broker, 50 complaints/46 successful complaints look very high to me.  Why are they still allowed to continue in business?  Where is their "Treating Clients Fairly" duty? 
  • johnburman
    johnburman Posts: 727 Forumite
    Part of the Furniture 500 Posts
    I see

    I'd also comment that it looks to me that most of the ones who pushed all the way to an actual Ombudsman Decision aren't amongst the ones who have commented on this forum.

    I'm sure there are several, but of the 46, there are many who have not.  And I bet only a very small percentage complained to the FOS: there are the mass of clients who could claim but have not done so.

    And yes we are all trying to move on from this nightmare.  But I fear it is going to happen again judging by the shambles of the FCA in dealing with this. 
  • eskbanker
    eskbanker Posts: 37,282 Forumite
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    As I suggested in earlier posts all customers who have suffered delays or inconvenience caused by ITI should COMPLAIN TO THE FOS.  You have nothing to lose and several hundred pounds (per account or person) to gain PLUS any cash you have actually lost.
    Complaints must be escalated to FOS within six months of exhausting (appropriate term!) the ITI process, so it seems something of a long shot that anyone will still be going through that by now.

    The more interesting question is that for a small broker, 50 complaints/46 successful complaints look very high to me.  Why are they still allowed to continue in business?
    Well, they're not, their retail operations have been closed down, as discussed last year!
  • RasputinB
    RasputinB Posts: 317 Forumite
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     Why are they still allowed to continue in business?  Where is their "Treating Clients Fairly" duty? 
    ITI aren't continuing in business for retail clients in the UK. An associated company that I had referred to has also closed to retail clients. But last time I looked no disciplinary action had been taken against ITI management.
  • RasputinB
    RasputinB Posts: 317 Forumite
    Third Anniversary 100 Posts Name Dropper
    eskbanker said:
    Complaints must be escalated to FOS within six months of exhausting (appropriate term!) the ITI process, so it seems something of a long shot that anyone will still be going through that by now.
    A customer usually needs to complain to us within 6 years of the event complained about.
    Time limits for businesses (financial-ombudsman.org.uk)
  • eskbanker
    eskbanker Posts: 37,282 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    RasputinB said:
    eskbanker said:
    Complaints must be escalated to FOS within six months of exhausting (appropriate term!) the ITI process, so it seems something of a long shot that anyone will still be going through that by now.
    A customer usually needs to complain to us within 6 years of the event complained about.
    Time limits for businesses (financial-ombudsman.org.uk)
    Yes, but I was referring to the six month limit from the institution's final response, as described further down that page:

    How long a customer has to complain to us after receiving the final response

    After a customer has received your final response, they have 6 months to refer their complaint to us. 

    If they complain later than this, we usually won’t be able to help unless:

    • the delay is due to exceptional circumstances – for example, they were seriously ill during the time when they should have referred the complaint
    • you didn’t send a valid final response
    • you consent to waive the 6-month time limit
  • johnburman
    johnburman Posts: 727 Forumite
    Part of the Furniture 500 Posts
    no disciplinary action had been taken against ITI management. 

    Why ever not?  And what about the Head of Compliance: how can he be still in a job or be allowed to work in the FS industry?  how can he be certified in the Senior Managers Compliance Regime? 

    AND

    The 6 months and 6 years points are of course quite right.  I love the "exhausting" pun!*  But even after the delay, I bet there are ITI clients who have not made a formal complaint for compensation and do not have the formal 8 week letter from ITI.  They should still raise a formal complaint and ask for a formal determination by letter; not get the letter - ITI seem to ignore complaints - and then complain to the FOS

      
    * I remember a most odd phone call with a call centre in South Africa early on.  It took about an hour (UK phone number).  It was clear that the young lady there a) had some details but b) had no idea what was going on.  She then transferred me back to someone in the UK and I gave my details and complaint again.  How was this ever allowed to happen?


  • johnburman
    johnburman Posts: 727 Forumite
    Part of the Furniture 500 Posts
    Yes, but I was referring to the six month limit from the institution's final response, as described further down that page:

    I do not want to labour this but there may/will not be a "final response" from ITI.  That is the trouble they id not give them.
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