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HSBC UK Bank Plc

Financial Ombudsman decision DRN-2115905 Upheld

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

Funds blocked or frozen, Payment delayed or failed, Service failure

In the Ombudsman’s words

Mrs E’s online banking was then frozen because of the incident with the reversed payment. Given I’d found the reversal was unreasonable, this freezing of the online banking was also unreasonable.Funds blocked or frozen

HSBC’s service, while well intentioned, was unreasonable. I’ll explain why. ... unduly delayed a legitimate transaction without explaining to Mrs E whyPayment delayed or failed

HSBC accepted more could have been done to explain the likely wait times before she went to her branch for the new security device.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2115905.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.