Not upheld: Account administration errors complaint against Hampshire Trust Bank Plc
Financial Ombudsman decision DRN-5870795 of 2025-10-18T00:00:00+00:00. Account administration errors complaint against Hampshire Trust Bank Plc. Outcome: Not upheld.
Decision detail
| Reference | DRN-5870795 |
|---|---|
| Decision date | 2025-10-18T00:00:00+00:00 |
| Firm | Hampshire Trust Bank Plc |
| Product | Savings / ISA |
| Claim type | Account administration errors |
| Outcome | Not upheld |
| Remedy | None ordered. The ombudsman declined to direct HTB to pay compensation. |
Summary
Mr N complained that approximately £53,000 from his matured HTB savings account was sent to the wrong account after he provided maturity instructions. He alleged HTB should have detected that one of the account details he provided was for a closed account. HTB confirmed the money has been returned and stated its systems cannot verify whether accounts are closed. The ombudsman found that Mr N himself provided the incorrect closed account details and HTB simply followed those instructions, making no error. The complaint was not upheld as HTB acted appropriately and responded within its stated timeframe.
The Ombudsman's reasoning
The ombudsman determined that Mr N provided the incorrect closed account details himself, and HTB simply followed those instructions without error. HTB had no involvement in providing the account details. The ombudsman clarified that the FOS is not HTB's regulator and cannot direct the firm regarding its system capabilities or require audits. HTB responded within its stated timeframe, therefore no mistake or unfair treatment occurred.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Hampshire Trust Bank Plc, all decisions | 21 | 19% |
| Account administration errors, all decisions | 25,844 | 25% |
| Savings / ISA, all decisions | 7,667 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website