HSBC UK Bank Plc
Financial Ombudsman decision DRN-4145666 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Thu Nov 16deadline 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
APP scam refund refused, Complaint handling
In the Ombudsman’s words
Mrs O complains that HSBC UK Bank Plc, trading as First Direct, won’t refund the money she lost as a result of an investment scam.APP scam refund refused
I agree that the calls Mrs O made to First Direct to report the scam, both in 2021 and 2022, should have been better handled.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4145666.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.