HSBC UK Bank Plc
Financial Ombudsman decision DRN-3747367 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Mon Jan 02deadline 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
Complaint handling, Service failure
In the Ombudsman’s words
Mr F is unhappy that HSBC UK Bank Plc gave him poor customer service when he experienced issues with mobile banking.Complaint handling
I agree the information given wasn’t helpful, particularly since Mr F didn’t need to visit a branch to have his query resolved. This meant Mr F didn’t get an answer to the problems he raised in his letter of 1 May 2022 until 12 July 2022 which I think is an unreasonable delay causing Mr F unnecessary distress and inconvenience.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3747367.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.