HSBC UK Bank Plc
Financial Ombudsman decision DRN-3396219 Upheld
Upheldoutcome, as published by the Ombudsman
£300redress stated in the decision
Tue Jun 25deadline 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
Funds blocked or frozen, Identity checks and access
In the Ombudsman’s words
The account was frozen due to dormancy in 2019.Funds blocked or frozen
I think it’s reasonable for HSBC to have specific requirements in place about the types of documents it will accept to prove a customer’s identity.Identity checks and access
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3396219.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.