HSBC UK Bank Plc
Financial Ombudsman decision DRN-3905335 Not upheld
Not upheldoutcome, as published by the Ombudsman
£25redress stated in the decision
Tue Mar 21deadline 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 R has been clear from the outset that this issue specifically in relation to the chat facility no other messages within the appComplaint handling
the chat system in the app always displayed alerts suggesting he has unread messages that require his attentionService failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3905335.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.