HSBC UK Bank Plc
Financial Ombudsman decision DRN-3192457 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Fri May 06deadline 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, Service failure
In the Ombudsman’s words
The complaint Miss P complains that HSBC UK Bank Plc has not fairly compensated her for the problems she experienced in relation to fraud on her account.APP scam refund refused
It isn’t in dispute that HSBC has made mistakes here – clearly it should have cancelled Miss P’s card when she raised the initial fraud in December 2020.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3192457.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.