HSBC UK Bank Plc
Financial Ombudsman decision DRN-5394175 Upheld
Upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Fri Apr 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
Identity checks and access, Complaint handling
In the Ombudsman’s words
resetting her online passwordIdentity checks and access
HSBC clearly has some concerns about Ms C’s security... I think it’s reasonable for it to ask her to visit a branch with identification to get a new TSNComplaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5394175.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.