HSBC Bank plc

Financial Ombudsman decision DRN-6356355 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Wed Jun 10deadline 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, Service failure

In the Ombudsman’s words

I think that HSBC could have done more to look into Ms C’s request when she first contacted it, and as a result caused a delay.Complaint handling

I think it’s reasonable for HSBC to set expectations about the retention period, but I wouldn’t expect it to tell Ms C the records weren’t available before carrying out its full internal checks.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6356355.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.