HSBC UK Bank Plc
Financial Ombudsman decision DRN-5595009 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Tue Jul 01deadline 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
HSBC UK Bank Plc refused to remove a block on their dormant account without requiring the answers to personal questions which didn't relate to confirming their identity.Identity checks and access
HSBC's final response set out that it had made no error.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5595009.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.