HSBC Bank plc

Financial Ombudsman decision DRN5164719 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Thu Sep 19deadline 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, Service failure

In the Ombudsman’s words

HSBC wouldn’t speak to Miss P’s father because it said a third party mandate hadn’t been completed.Identity checks and access

I also feel that HSBC could have done more to resolve matters quicker, following phone calls from Miss P’s father.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5164719.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.