HSBC Bank plc

Financial Ombudsman decision DRN5822113 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

—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

Mortgage administration, Service failure

In the Ombudsman’s words

HSBC has acknowledged that it made errors. It should have told Ms G at the outset that, due to her visa status, she would need to be a premier customer to apply for a mortgage.Mortgage administration

there was a delay in processing Ms G’s application and it should have made it clear that there are criteria for premier customersService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5822113.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.