HSBC UK Bank Plc
Financial Ombudsman decision DRN-3988660 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Apr 11deadline 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
In the Ombudsman’s words
HSBC has a duty to protect its customers from fraudulent activity and to do this it has to be satisfied of the identity of the person it is corresponding with and taking instructions from.Identity checks and access
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3988660.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.