HSBC UK Bank Plc
Financial Ombudsman decision DRN-3279991 Upheld
Upheldoutcome, as published by the Ombudsman
£1,500redress stated in the decision
Wed Apr 20deadline 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, Support for vulnerable customers
In the Ombudsman’s words
HSBC’s records show it concluded Mrs M’s claims that loans were taken out fraudulently in her name by her husband was a civil or family matter and so HSBC couldn’t get involved.APP scam refund refused
HSBC staff failed to follow internal policies designed to protect victims like Mrs M.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3279991.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.