Not upheld: Account administration errors complaint against Investengine (UK) Limited
Financial Ombudsman decision DRN-6143203 of 2026-02-27T00:00:00+00:00. Account administration errors complaint against Investengine (UK) Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6143203 |
|---|---|
| Decision date | 2026-02-27T00:00:00+00:00 |
| Firm | Investengine (UK) Limited |
| Product | Investment |
| Claim type | Account administration errors |
| Outcome | Not upheld |
| Remedy | Investengine (UK) Limited should pay Mr E £25 for the inconvenience caused by the authentication issue and failure to follow up. |
Summary
Mr E complained to Investengine about a welcome bonus payment that initially showed £671 but was corrected to £50, and about authentication issues preventing him from accessing his account via the app. Investengine explained the £671 was a system error and the correct bonus was £50, and offered £25 compensation for the app access inconvenience. The ombudsman found the £50 bonus was correct for the Affiliate MoneySavingExpert scheme, the system error was quickly rectified, and the app issue constituted only minor inconvenience since web access remained available. The ombudsman upheld Investengine's position and determined the £25 compensation offer was fair and reasonable.
The Ombudsman's reasoning
The ombudsman determined that the £50 welcome bonus was the correct amount for the Affiliate MoneySavingExpert Bonus scheme that Mr E qualified for, and that the £671 payment was a technical glitch that was corrected quickly. Regarding the app access issue, while acknowledging it was annoying, the ombudsman found it constituted only minor inconvenience given that alternative access via the website was available and Mr E did not contact Investengine for several months after reporting the issue, suggesting minimal impact. The £25 compensation was deemed fair for the trouble caused and the failure to follow up as promised.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Investengine (UK) Limited, all decisions | 10 | 5% |
| Account administration errors, all decisions | 25,844 | 25% |
| Investment, all decisions | 14,114 | 34% |
Source
Read the original decision on the Financial Ombudsman Service website