HSBC UK Bank Plc
Financial Ombudsman decision DRN-3878037 Upheld
Upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Wed Jan 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
Treatment in financial difficulty, Support for vulnerable customers
In the Ombudsman’s words
Mrs T complains that HSBC UK Bank Plc defaulted her loan after agreeing a payment pause.Treatment in financial difficulty
As Mrs T’s vulnerability contributed to her not contacting HSBC, I considered whether HSBC should’ve changed its position when Mrs T made contact on 15 January 2021.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3878037.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.