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HSBC Bank plc
Financial Ombudsman decision DRN7923491 Upheld
Upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Fri Sep 27deadline 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, Service failure
In the Ombudsman’s words
HSBC apologised for the poor service Mrs W had experienced and paid £20 compensation by way of an apology. But Mrs W felt this wasn’t enough and brought her complaint to our service.Complaint handling
Mrs W complains about the service and treatment she received from HSBC UK Bank Plc following instances of fraudulent activity on her bank account.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7923491.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.