HSBC Bank plc

Financial Ombudsman decision DRN4023177 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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

the bank’s communication was inconsistent, that it did not respond to her offers to settle the debt, that there was no need to appoint lawyers and that it send letters to the wrong addressComplaint handling

I also recognise that the inconsistent and patchy communication from the bank and its lawyers will have added to the uncertainty and the stress she sufferedSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4023177.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.