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HSBC Bank plc

Financial Ombudsman decision DRN1870554 Upheld

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

Mr A wasn’t subsequently given good service in the branch. It’s reasonable to assume Mr A would’ve set up his complaint in the branch when he went in but he had to do so again a few weeks later. And HSBC has confirmed its complaint procedure doesn’t require a letter as Mr A says he was advised. It also didn’t handle the complaint in the way we’d expect or within the expected timescales.Complaint handling

HSBC confirmed in its final response that it made an error and paid Mr A £25 as an apology. This isn’t enough given what’s happened. The error wasn’t in keying in the standing order but was with the advice Mr A should’ve been given.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1870554.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.