HSBC UK Bank Plc
Financial Ombudsman decision DRN-6060532 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Fri Feb 27deadline 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
Account closed or refused, Support for vulnerable customers
In the Ombudsman’s words
Mrs D also requested that her account be closed. HSBC explained that it had concerns about the safety and usage of Mrs D’s account, so it acted as part of its responsibility to protect her – in line with the banking protocol. The bank explained that it couldn’t close the account until Mrs D cleared her overdraft balance.Account closed or refused
She says this caused embarrassment, anxiety and distress – particularly because of her vulnerabilities.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6060532.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.