HSBC UK Bank Plc
Financial Ombudsman decision DRN-3585674 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Fri Aug 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
Identity checks and access, Complaint handling
In the Ombudsman’s words
HSBC informed Mrs G that new payment regulations had been introduced to keep customers money safe when they shop online using card payments. They said that additional steps may be required to verify that it is the customer who is using their cardIdentity checks and access
Mrs G sent further emails to HSBC about the matter, but she said they didn’t respond to some of her emailsComplaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3585674.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.