HSBC Bank plc

Financial Ombudsman decision DRN-5129335 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Thu Sep 25deadline 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

In the Ombudsman’s words

I can’t reasonably ask HSBC to reimburse losses that resulted from the criminal actions of third parties unless HSBC’s acts or omissions unfairly resulted in Mr L’s loss. So what I have to decide is whether or not HSBC reasonably did enough to prevent, or respond to, the alleged authorised push payment (APP) fraud.APP scam refund refused

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5129335.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.