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HSBC UK Bank Plc

Financial Ombudsman decision DRN-5061382 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

Payment delayed or failed, Service failure

In the Ombudsman’s words

HSBC say that when international payments are in the processing stage, the funds have been released and are on their way to the beneficiary bank overseas so they can’t cancel the funds at that time. However, they additionally apologised for poor service. HSBC said they had delayed in raising the recall request and hadn’t provided promised updates.Payment delayed or failed

The HSBC representative incorrectly informed Mr B that the transfer was still being processed and, where incorrect details were entered, the transaction would be cancelled, and he would get his funds back within 3 to 5 working days.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5061382.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.