HSBC UK Bank Plc
Financial Ombudsman decision DRN-6255906 Not upheld
Not upheldoutcome, as published by the Ombudsman
£144redress stated in the decision
Thu Jul 16deadline 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
Support for vulnerable customers
In the Ombudsman’s words
Mr E explained the scam to HSBC and requested a full refund. He was dissatisfied when their agent said there was nothing that could be done and didn’t request evidence of the scam. He complained to HSBC about their rejection of his refund. Also, that their agent gave him the impression they didn’t care.Support for vulnerable customers
Rules cited
FCA Consumer Duty (PRIN 2A), 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-6255906.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.