HSBC UK Bank Plc
Financial Ombudsman decision DRN-5813386 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Wed Apr 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
APP scam refund refused, Support for vulnerable customers
In the Ombudsman’s words
Ms K complains that HSBC UK Bank Plc (“HSBC”), won’t refund money which she believes has been lost to a scam.APP scam refund refused
While I do acknowledge and sympathise with the circumstances Ms K finds herself in, the presence of a vulnerability does not automatically entitle her to a refund from HSBC.Support for vulnerable customers
Rules cited
CRM Code (APP scam reimbursement)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5813386.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.