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HSBC Bank plc
Financial Ombudsman decision DRN-5758450 Not upheld
Not upheldoutcome, as published by the Ombudsman
£300redress stated in the decision
Wed Nov 19deadline 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
Complaint handling, Service failure
In the Ombudsman’s words
Ms G says HSBC handled her complaint poorly, and I agree.Complaint handling
I think HSBC handled things poorly, it should know Ms G only holds a debit card, and it should have been able to give Ms G the answer about app limits much sooner than it did.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5758450.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.