HSBC UK Bank Plc
Financial Ombudsman decision DRN-4535453 Upheld
Upheldoutcome, as published by the Ombudsman
£75redress stated in the decision
Thu Feb 01deadline 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
Identity checks and access, Complaint handling
In the Ombudsman’s words
Mrs V wasn’t happy with the security protocols HSBC’s agents required her to pass before they would speak with her about the secure key.Identity checks and access
HSBC don’t dispute that they didn’t order a replacement secure key when Mrs V first asked for one. And they’ve apologised to Mrs V for this and made a payment of £100 to Mrs V as compensation for any distress or inconvenience this may have caused.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4535453.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.