Upheld: inadequate support for vulnerable customer with gambling addiction; failure to intervene on account management complaint against HSBC UK Bank Plc

Decision detail

Summary

Mr K complained that HSBC failed to provide adequate support for managing his current account despite being aware of his gambling addiction by 2020. Mr K made numerous gambling transactions using his account and overdraft facility between 2018 and 2022. HSBC argued it had provided support including refunding interest and charges, and that a gambling block was available. The ombudsman upheld the complaint in part, finding HSBC could have offered better support such as signposting and highlighting the gambling block, but concluded this would not necessarily have prevented Mr K's losses. The ombudsman awarded £100 compensation.

The Ombudsman's reasoning

While HSBC could have provided further support such as signposting gambling support services and more clearly highlighting the gambling block feature, the ombudsman was not persuaded that such interventions would have necessarily led to a different outcome for Mr K. The transactions, though numerous, were generally low value and similar amounts, not unusual or suspicious enough to trigger intervention beyond what HSBC did. HSBC had already refunded interest and charges, and the gambling block had limitations and workarounds that Mr K had found ways around despite other preventative steps.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website