Not upheld: service failure - delayed delivery of card and documentation; failure to use tracked delivery complaint against HSBC UK Bank Plc

Decision detail

Summary

Mr S opened an HSBC account in December 2025 while living abroad as an international student and was promised delivery of his debit card and documentation within 7-14 working days. By January 2026, he had not received these items and complained to HSBC, requesting compensation of £500-£1,000 and tracked reissuance. HSBC provided online banking access and offered a replacement card for collection at a UK branch, suggesting he wait until closer to his arrival date. The FOS investigator did not uphold the complaint, and the ombudsman agreed, finding that HSBC had not acted unfairly or unreasonably and that its process and safeguards were appropriate.

The Ombudsman's reasoning

The ombudsman accepted that HSBC should not be held liable for delays outside its control. The ombudsman found that HSBC's process and safeguards were reasonable, and that the recommendation to wait until closer to the UK arrival date before reordering was fair and reasonable. The ombudsman noted that HSBC had provided alternative access to banking facilities through online banking registration in the interim.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website