HSBC UK Bank Plc
Financial Ombudsman decision DRN-4395815 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Thu Jul 25deadline 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
Mr R complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it.APP scam refund refused
I accept HSBC’s agent shouldn’t have told Mr R that the transactions had been cancelled and the fact he was able to send funds out of the account meant he thought the transactions had been reversed.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4395815.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.