Not upheld: disputed ATM withdrawal - alleged incorrect debit amount complaint against HSBC UK Bank Plc

Decision detail

Summary

Mr P complained that HSBC debited £500 from his account when he claimed to have requested only £10 at an ATM on 8 November 2025. HSBC refused to refund the disputed amount, citing electronic records showing the transaction was correctly executed. The ombudsman found that HSBC had met its regulatory burden of proof under the Payment Services Regulations 2017 by providing ATM electronic records and noting that Mr P had requested a temporary ATM limit increase to £500 on the same day. The ombudsman also found HSBC's £25 compensation for poor communication regarding the declined claim to be fair and reasonable. The complaint was not upheld.

The Ombudsman's reasoning

Under the Payment Services Regulations 2017, section 75, it is for the payment service provider to prove that a payment transaction was authenticated, accurately recorded, and correctly executed. HSBC provided electronic ATM records showing the requested amount was £500 with no discrepancies in the dispensing record. The ombudsman found it more likely than not that Mr P requested £500, given the ATM records, the call recording showing Mr P requested a temporary limit increase to £500 on the same day, and the absence of any corresponding discrepancy in the ATM balance. The witness statement regarding a different transaction was not persuasive evidence of a systemic ATM problem. Regarding service complaints, the dispute resolution timeframe was reasonable and HSBC's £25 gesture of goodwill was fair compensation for the lack of communication about the declined claim.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website