HSBC UK Bank Plc
Financial Ombudsman decision DRN-3236867 Upheld
Upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Thu Jul 28deadline 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
Identity checks and access, Service failure
In the Ombudsman’s words
Miss T complains about issues she had accessing her HSBC UK Bank Plc (‘HSBC’) account onlineIdentity checks and access
I think this shows HSBC took matters seriously and did all that it could to try and reduce the impact of the problems Miss T experienced when trying to access her account online through the App.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3236867.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.