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HSBC UK Bank Plc

Financial Ombudsman decision DRN-4619777 Not upheld

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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

Mr W is more generally concerned that HSBC, and others banks, are trying to move customers to telephone and internet banking, and he and Mrs W do not want to use those mediums. I note his comments, but I should clarify that my role is to consider individual complaints, and determine a fair and reasonable outcome to them.Complaint handling

Mr W has various concerns about the way in which HSBC operates its banking services, and is dissatisfied with how HSBC handled matters both on 5 and 6 July, and its subsequent correspondence and investigation of his concerns. HSBC accepted that it could have handled matters better, and it paid £100 compensation to reflect unnecessary distress and inconvenience that it had caused.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4619777.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.