HSBC Bank plc

Financial Ombudsman decision DRN-4133632 Upheld

Upheldoutcome, as published by the Ombudsman

£300,000redress stated in the decision

Wed Jun 14deadline 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

Service failure

In the Ombudsman’s words

I think HSBC should have recognised that there were emails being sent to branch asking for urgent contact to be made with Miss M, which weren’t being followed through.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4133632.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.