Upheld: administrative error / failure to update customer details / failure to provide statements complaint against HSBC UK Bank Plc trading as first direct
Financial Ombudsman decision DRN-6317766 of 2026-04-24T00:00:00+00:00. administrative error / failure to update customer details / failure to provide statements complaint against HSBC UK Bank Plc trading as first direct. Outcome: Upheld.
Decision detail
| Reference | DRN-6317766 |
|---|---|
| Decision date | 2026-04-24T00:00:00+00:00 |
| Firm | HSBC UK Bank Plc trading as first direct |
| Product | current account |
| Claim type | administrative error / failure to update customer details / failure to provide statements |
| Outcome | Upheld |
| Remedy | First direct must pay Mrs A an additional £300 in compensation on top of the £100 already offered (total £400). First direct must amend its records to ensure Mrs A receives statements sent to her address in her sole name for the joint account, using the same method as her husband receives statements if necessary. First direct should help Mrs A set up online banking to view statements if she wishes. |
Summary
Mrs A complained that first direct failed to update her details following her separation from her husband, meaning she was not receiving her joint account statements on time. Statements were being sent to her husband who only occasionally forwarded them to her weeks or months later. Despite making multiple calls and first direct acknowledging errors, the firm failed to resolve the issue. The ombudsman upheld the complaint, finding first direct's failure to complete this basic administrative task was unjustified, and ordered the firm to pay an additional £300 compensation (on top of £100 already offered) and to amend records to ensure Mrs A receives statements at her own address.
The Ombudsman's reasoning
The ombudsman found that first direct failed to properly update customer records despite Mrs A making multiple requests following her separation. This was a straightforward administrative task that the firm should have completed promptly. The fact that first direct continued to fail to resolve the issue even after accepting the provisional decision and being given four weeks to do so demonstrated an ongoing failure in service. The ombudsman determined that £300 additional compensation (on top of the £100 already offered) was fair for the distress and inconvenience caused up to 5 March 2026.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| HSBC UK Bank Plc trading as first direct, all decisions | 31 | 16% |
Source
Read the original decision on the Financial Ombudsman Service website