HSBC Bank plc

Financial Ombudsman decision DRN8695827 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Jul 15deadline 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, Support for vulnerable customers

In the Ombudsman’s words

HSBC’s responses to Mr H’s complaint are ostensibly contained in its letters to Mrs H dated 15 October and 19 October 2015... I consider them to have been an inadequate response.Complaint handling

Mr H also says the bank was insensitive to his disability and made it difficult for him to arrange an appointment and that it did not take account of his mother’s vulnerability in calling her for sensitive financial information.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8695827.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.