Not upheld: payment recall handling and failure to communicate complaint against HSBC UK Bank Plc
Financial Ombudsman decision DRN-6224219 of 2026-05-14T00:00:00+00:00. payment recall handling and failure to communicate complaint against HSBC UK Bank Plc. Outcome: Not upheld.
Decision detail
| Reference | DRN-6224219 |
|---|---|
| Decision date | 2026-05-14T00:00:00+00:00 |
| Firm | HSBC UK Bank Plc |
| Product | payment services |
| Claim type | payment recall handling and failure to communicate |
| Outcome | Not upheld |
| Remedy | £350 compensation for delay in communication (already offered by HSBC; no increase directed) |
Summary
Mr W complained on behalf of A about HSBC's handling of a payment recall for 3,150 Euros sent to incorrect bank details in July 2025. HSBC attempted to recall the payment in August 2025 but was unable to do so because the beneficiary's account had been closed. Although HSBC failed to promptly inform Mr W of this situation despite repeated requests, the ombudsman found HSBC not responsible for the payment loss or third-party actions. The ombudsman upheld HSBC's offer of £350 compensation for the communication delay, finding no additional financial loss resulted from the delay and rejecting the request for increased compensation.
The Ombudsman's reasoning
The ombudsman found that HSBC attempted to recall the payment and could not be held responsible for the actions of the beneficiary bank or the closed account status. While HSBC failed to communicate the position to Mr W in a timely manner, this delay did not result in any additional financial loss since the account was already closed and the recall would have failed regardless. The £350 compensation for the communication delay was deemed fair and reasonable.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| HSBC UK Bank Plc, all decisions | 7,507 | 23% |
Source
Read the original decision on the Financial Ombudsman Service website