HSBC UK Bank Plc
Financial Ombudsman decision DRN-5962383 Upheld
Upheldoutcome, as published by the Ombudsman
£650redress stated in the decision
Sat Dec 14deadline 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, Support for vulnerable customers
In the Ombudsman’s words
First direct looked into Miss J’s complaint and agreed that she’d been given incorrect information when she’d called on 24 December 2024Complaint handling
hasn’t made reasonable adjustments for her as a visually impaired customerSupport for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5962383.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.