HSBC UK Bank Plc
Financial Ombudsman decision DRN-5851475 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Tue Oct 28deadline 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, Complaint handling
In the Ombudsman’s words
I don’t think HSBC needs to refund the money he lost to the scam.APP scam refund refused
I agree with our Investigator that the service Mr M received from HSBC when making his claim fell short of the level of service a customer ought to reasonably expect.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5851475.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.