HSBC Bank plc

Financial Ombudsman decision DRN-5203962 Not upheld

Not upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Jun 11deadline 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

Mr and Mrs H complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost as the result of a scam.APP scam refund refused

Mr H has explained that he had an undiagnosed medical condition at the time of making the payment, which meant he was vulnerable and unable to protect himself from the scam.Support 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-5203962.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.