Glossary – Investment Cases

Complaint status definitions

Opened cases
An opened case is counted once we receive a complaint from a consumer that meets the criteria set out in our Terms of Reference, and we have assigned it to an investigator.

Closed cases
Cases which were closed by OBSI, regardless of outcome.

Outcome in favour of complainant
Cases officially closed by OBSI in which both consumer and firm agreed on the settlement. These include:

• Monetary settlements where OBSI has found that the complaint merited some compensation, including monetary settlements where OBSI deemed a firm's original offer to be fair.
• Non-monetary resolutions, such as a letter of apology, correcting a credit bureau record or an explanatory letter to a consumer’s creditors.
• Settlements before an investigation where the firm and complainant come to a resolution before an investigation has formally begun.