HSBC UK Bank Plc
Financial Ombudsman decision DRN-4985622 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Thu Jun 26deadline 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
Mrs R complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund a payment she made as part of a scam.APP scam refund refused
She said that First Direct failed to give an effective warning at the time of the payment and that she was vulnerable to such scamsSupport for vulnerable customers
Rules cited
CRM Code (APP scam reimbursement), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4985622.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.