HSBC Bank plc

Financial Ombudsman decision DRN4292143 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Sun Oct 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

Unauthorised transaction, Complaint handling

In the Ombudsman’s words

Whether a payment has been authorised or not is important because, very broadly speaking, under both the Payment Services Regulations and the account terms and conditions the account holder is liable for payments they’ve authorised and the bank’s liable for unauthorised payments.Unauthorised transaction

HSBC accepted it should have provided clearer information about this. Having listened to the call, I agree it should have.Complaint handling

Rules cited

Consumer Credit Act 1974, Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4292143.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.