HSBC UK Bank Plc
Financial Ombudsman decision DRN-6140761 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Apr 13deadline 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
Identity checks and access, Complaint handling
In the Ombudsman’s words
This includes Know Your Customer KYC) checks and/or Customer Due Diligence (CDD). It’s worth noting these checks include not just the verification of a customer’s identity but also establishing the purpose and intended nature of the business relationship and origin of funds.Identity checks and access
Mr C complains HSBC UK Bank Plc’s (“HSBC”) telephone assessment process to upgrade his bank account was disproportionate given he was being asked irrelevant questions about his finances and property.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6140761.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.