HSBC Bank plc

Financial Ombudsman decision DRN3787334 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

—deadline 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

HSBC’s insistence that it can only act in accordance with the written authority it holds from the companyIdentity checks and access

HSBC’s organisational structure led to the company’s complaint not being handled as efficiently as it could have beenComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3787334.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.