HSBC UK Bank Plc
Financial Ombudsman decision DRN-4455072 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Dec 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, Support for vulnerable customers
In the Ombudsman’s words
Mr T complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it.APP scam refund refused
He complained to this service with the assistance of his representative who explained he is elderly and vulnerable, he isn’t experienced in online investments and is not IT literate, so he wouldn’t have been able to conduct effective due diligence.Support for vulnerable customers
Rules cited
CRM Code (APP scam reimbursement)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4455072.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.