HSBC UK Bank Plc
Financial Ombudsman decision DRN-5861528 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Fri Mar 20deadline 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
Mrs M complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost to a scam.APP scam refund refused
Mrs M is unhappy with the service she received when she reported the fraud, and I agree there were failings on HSBC’s part.Complaint handling
Rules cited
Consumer Credit Act 1974, CRM Code (APP scam reimbursement), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5861528.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.