Not upheld: Service failures generally complaint against Hampshire Trust Bank Plc
Financial Ombudsman decision DRN-5340144 of 2025-03-19T00:00:00+00:00. Service failures generally complaint against Hampshire Trust Bank Plc. Outcome: Not upheld.
Decision detail
| Reference | DRN-5340144 |
|---|---|
| Decision date | 2025-03-19T00:00:00+00:00 |
| Firm | Hampshire Trust Bank Plc |
| Product | Savings / ISA |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | None ordered. The ombudsman suggested Mr T request a further copy of the Statement of Deduction of Tax from HTB if needed. |
Summary
Mr T complained that Hampshire Trust Bank Plc refused to provide a tax certificate when he closed his savings account in October 2024, claiming he had been misadvised. HTB instead provided a Statement of Deduction of Tax showing interest earned and confirming no tax was deducted. The ombudsman found Mr T was misadvised in the initial call but determined the Statement of Deduction of Tax was sufficient for tax purposes and no compensation was warranted. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that while Mr T was misadvised in the initial call about receiving a tax certificate, HTB had provided a Statement of Deduction of Tax which was sufficient for tax purposes. The ombudsman noted no evidence that the tax statement was insufficient for Mr T's tax purposes and concluded that although the misadvice occurred, compensation was not warranted in the circumstances.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Hampshire Trust Bank Plc, all decisions | 21 | 19% |
| Service failures generally, all decisions | 32,767 | 33% |
| Savings / ISA, all decisions | 7,667 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website