HSBC Bank plc

Financial Ombudsman decision DRN0492700 Upheld

Upheldoutcome, as published by the Ombudsman

£852redress stated in the decision

Mon Sep 18deadline 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

Card dispute or chargeback, Payment delayed or failed

In the Ombudsman’s words

HSBC was slow in dealing with Miss S’s claim. Finally it said that it couldn’t deal with a chargeback for the amount Miss S had paid on her debit card as it was out of time under the Visa chargeback rules.Card dispute or chargeback

However a month later Miss S told the investigator HSBC hadn’t been in touch or paid her the agreed amount. The investigator had to chase HSBC, and the agreed amount wasn’t paid to Miss S until 3 August 2017.Payment delayed or failed

Rules cited

Consumer Credit Act 1974

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0492700.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.