HSBC UK Bank Plc
Financial Ombudsman decision DRN-4064112 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Feb 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
In the Ombudsman’s words
HSBC are a signatory to the Lending Standards Board’s Contingent Reimbursement Model Code (the CRM Code) and considered the claim under the code. But HSBC deemed the matter to be a civil dispute between the parties – not a scam. As such, HSBC declined to refund Mr J and Ms P the money they’d lost.APP scam refund refused
Rules cited
CRM Code (APP scam reimbursement), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4064112.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.