HSBC Bank plc

Financial Ombudsman decision DRN-6406571 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Thu Jul 02deadline 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, Bereavement and power of attorney

In the Ombudsman’s words

didn’t correctly apply the Lasting Power of Attorney (LPA) process which resulted in Mrs B being locked out of her internet banking accountIdentity checks and access

The estate of Mrs B complains HSBC UK Bank plc trading as First Direct (First Direct) didn’t correctly apply the Lasting Power of Attorney (LPA) processBereavement and power of attorney

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6406571.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.