HSBC UK Bank Plc
Financial Ombudsman decision DRN-1971070 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Feb 15deadline to accept (not the decision date)
The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.
What this decision was about
APP scam refund refused, Unauthorised transaction
In the Ombudsman’s words
Our investigator said that she considered Ms C had been grossly negligent with her PIN and that as a result she was responsible for the payments.APP scam refund refused
Ms C complains that HSBC UK Bank Plc trading as first direct won’t refund payments she says she didn’t make from her account.Unauthorised transaction
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1971070.pdf on financial-ombudsman.org.uk.
The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.