HSBC Bank plc

Financial Ombudsman decision DRN-4611157 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Mar 19deadline 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

Funds blocked or frozen, Identity checks and access

In the Ombudsman’s words

HSBC then wrote to B on 13 October 2021 to say that access to its account had been withdrawn.Funds blocked or frozen

In November 2022 B needed to increase the daily payments limit on its account to enable it to pay a large bill. HSBC sent B an internet banking registration form, with the requested new daily payments limit pre-printed. Within a few days of completing the form, Mr W discovered that he couldn’t access B’s internet banking.Identity checks and access

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4611157.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.