HSBC Bank plc

Financial Ombudsman decision DRN3098925 Not upheld

Not upheldoutcome, as published by the Ombudsman

£39,299redress stated in the decision

Tue May 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

APP scam refund refused, Complaint handling

In the Ombudsman’s words

Mrs M was deceived by someone claiming to be from the bank’s fraud department, who went on to take over £39,000 from their accounts.APP scam refund refused

Mr and Mrs M are also unhappy about the way the bank dealt with them after it was clear they had been deceived.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3098925.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.