HSBC UK Bank Plc
Financial Ombudsman decision DRN-4322438 Upheld
Upheldoutcome, as published by the Ombudsman
£44,140redress stated in the decision
Tue Sep 26deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Mrs N complains that HSBC UK Bank Plc (HSBC) wouldn’t refund £88,279.56 which she lost in an investment scam.APP scam refund refused
Mrs N then retired in April 2020, and she had to deal with the winding up of their affairs, and this, added to her isolation due to the pandemic, led to her feeling lonely and vulnerable.Support for vulnerable customers
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-4322438.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.