HSBC UK Bank Plc
Financial Ombudsman decision DRN-5298450 Upheld
Upheldoutcome, as published by the Ombudsman
£500redress stated in the decision
Fri May 02deadline 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
Treatment in financial difficulty, Support for vulnerable customers
In the Ombudsman’s words
Miss H complains that HSBC UK Bank Plc treated her unfairly when it failed to freeze interest and charges on her credit card as agreed.Treatment in financial difficulty
He thought it had been clear on the call between Miss H and HSBC in February 2024 that Miss H was vulnerable so the bank should have supported her more.Support for vulnerable customers
Rules cited
CRM Code (APP scam reimbursement)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5298450.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.