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HSBC UK Bank Plc

Financial Ombudsman decision DRN-5442310 Upheld

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

Funds blocked or frozen, Complaint handling

In the Ombudsman’s words

Ms D complains HSBC UK Bank PLC (“HSBC”) allowed the joint account holder to withdraw money from two accounts without her consent and after she had asked it to freeze the accounts.Funds blocked or frozen

I say this because before ending the call, the agent explained that the action she was taking was to temporarily block the two cards associated with the account. She was clear about the actions being taken and did not state or imply that the whole account would be frozen. But Ms D was clear about the reason she initially called, so to provide better standard of customer service I would’ve expected the agent to let Ms D know how she could freeze the accountComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5442310.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.