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HSBC Bank plc

Financial Ombudsman decision DRN5237278 Upheld

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

he was not the primary user of the RG’s business bank account and that it was still recorded as his late mother who had passed away in July 2010. He was advised that he was therefore locked out of both internet and telephone bankingIdentity checks and access

The failure of HSBC to contact RG and to initiate the changes to the internet banking service is clearly poor serviceService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5237278.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.