HSBC UK Bank Plc
Financial Ombudsman decision DRN-3421537 Upheld
Upheldoutcome, as published by the Ombudsman
£25,122redress stated in the decision
Thu May 05deadline 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
Mr M complains that HSBC UK Bank Plc (“HSBC”) won’t reimburse the funds he lost when he was scammed.APP scam refund refused
the investigator thought that HSBC should have properly questioned Mr M before processing subsequent payments to the merchant.Service failure
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3421537.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.