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HSBC UK Bank Plc

Financial Ombudsman decision DRN-5070636 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

APP scam refund refused, Complaint handling

In the Ombudsman’s words

Mr T complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he says he fell victim to a scam.APP scam refund refused

Mr T says he notified S that the payments had been made but he became evasive and gave excuses. In December 2020 S said he was going to the embassy to collect documents, but Mr T didn’t hear from him after this. Mr T first contacted HSBC to report what had happened in June 2023, but he was misadvised about next steps. HSBC didn’t look into things until Mr T’s representative made contact at the end of 2023.Complaint handling

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-5070636.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.