HSBC UK Bank Plc
Financial Ombudsman decision DRN-5669140 Upheld
Upheldoutcome, as published by the Ombudsman
£1,070redress stated in the decision
Tue Aug 05deadline 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 had incorrect data on its system that meant that Ms B answers to HSBC’s security questions were factually correct but it didn’t look that wayIdentity checks and access
Ms B complained to HSBC the same day. HSBC looked into Ms B’s complaint and said that it had done nothing wrong as she’d answered one of the security questions incorrectly.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5669140.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.