Upheld: Service failures generally complaint against HSBC UK Bank Plc trading as First Direct

Decision detail

Summary

Miss L complained about the service she received from First Direct while disputing a debit card transaction for an incomplete order. She experienced delays receiving one-time passcodes due to poor signal in her house and had to make multiple calls and e-chats to resolve the dispute. During a call on 18 December, an agent accused her of being aggressive when she was expressing frustration about the process. The ombudsman found that while First Direct was not responsible for signal issues, the agent failed to show empathy and it was unfair for the firm to characterize Miss L's behaviour without acknowledging its own service failings. The complaint was upheld, and the £200 compensation and apology letter acknowledging the agent could have handled the call better were deemed appropriate remedies.

The Ombudsman's reasoning

The ombudsman found that while Miss L's signal issues were not First Direct's responsibility, the agent on 18 December failed to show empathy for her frustration and inappropriately characterized her as aggressive. The ombudsman agreed with the investigator that it was unfair for First Direct to focus on Miss L's behaviour without acknowledging its own service failings. The apology acknowledging the agent could have dealt with the call better and the £200 compensation were deemed appropriate remedies.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website