HSBC UK Bank Plc
Financial Ombudsman decision DRN3015103 Upheld
Upheldoutcome, as published by the Ombudsman
£750redress stated in the decision
Fri Sep 06deadline 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
Funds blocked or frozen, Identity checks and access
In the Ombudsman’s words
Mr and Mrs A’s account was the subject of repeated fraud attempts after this. They couldn’t use their cards, and could only access money by going into a branch.Funds blocked or frozen
HSBC had allowed a caller to report Mr A’s cards as lost on 17 December. HSBC had also wrongly given confidential information to this callerIdentity checks and access
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3015103.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.