HSBC UK Bank Plc
Financial Ombudsman decision DRN-5400749 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
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, Support for vulnerable customers
In the Ombudsman’s words
HSBC UK Bank Plc didn't pay a refund after it learned that Mrs R had fallen victim to a scam.APP scam refund refused
In my view, that requires me to consider Mrs H’s individual characteristics, such as her age, lack of awareness about impersonation scams and her apparent naivety in respect of the use of social media.Support for vulnerable customers
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5400749.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.