HSBC UK Bank Plc
Financial Ombudsman decision DRN1563652 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Sun Nov 24deadline 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
APP scam refund refused, Complaint handling
In the Ombudsman’s words
Mr and Mrs W complained about a fraudulent withdrawal on their account with HSBC UK Bank Plc.APP scam refund refused
HSBC told her – wrongly - that a previous phone adviser hadn’t completed the referral to the fraud team as promised.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1563652.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.